Itm Personal Banker
Swansea, Bristol County, Massachusetts, 02777, USA
Listed on 2026-01-07
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Finance & Banking
Bank Customer Service -
Customer Service/HelpDesk
Bank Customer Service, Bilingual
BAYCOAST BANK
Fall River, Massachusetts
POSITION DESCRIPTION
POSITION TITLE: ITM PERSONAL BANKER
DEPARTMENT: COMMUNITY BANKING
LEVEL: 103
FLEXIBLE WORK PROGRAM ELIGIBILITY CODE: Remote Work (RW) & Hybrid Work (HW)
Bilingual:
Spanish/Portuguese a plus
FUNCTION:
Under the direction of the ITM Officer, ITM Assistant Manager and ITM Supervisor, the ITM Personal Banker is at the forefront of customer interactions as part of a virtual branch-based team that provides high quality service that earns the long‑term loyalty of our customers. Leverages communication skills and banking knowledge to engage with customers. Understands customer's needs which will provide financial solutions and advice to resolve issues and help customers achieve their financial goals.
Accurately processes various customer transactions via video through the Interactive Teller Machine (ITM) during set extended hours (currently M‑F 7 a.m. – 7 p.m. and Sat. 8 a.m. – 2 p.m.). This employee responds to customer inquiries by promptly answering questions, resolving routine problems, and identifies relationship development opportunities and refers customers to appropriate personnel. Demonstrates a willingness to do more than is required or expected by embracing the Bank's mission statement and core values, which will improve results and morale as well as create new opportunities.
RELATIONSHIP DEVELOPMENT AND SERVICE
- Be the face of Bay Coast Bank, presenting a professional, friendly, and helpful appearance with every interaction.
- Effectively engages with customer inquiries in a courteous and efficient manner and forwards completed paperwork to the appropriate department.
- Accurately processes various customer transactions.
- Leverages problem‑solving and strong communication skills to resolve customer issues.
- Adheres to Customer‑Centric service standards.
- Knows features and benefits of Bay Coast Bank products.
- Evaluates customers' needs.
- Effectively recognizes relationship‑development opportunities and refers customers to appropriate personnel.
- Enthusiastically participates in and supports relationship‑development meetings and campaigns.
- Embraces the Bank's commitment to Solutions by seeking and recognizing opportunities to refer new business to different areas of the Bank, Partners Insurance Group, Bay Coast Bank Financial Services, Plimoth Investment Advisors, and Bay Coast Mortgage.
- Uses Salesforce to track identified tasks, leads and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.
OPERATIONS
- Able to independently handle a diverse array of complex customer situations by making sound decisions that typically require supervisor authority in a normal branch environment and that minimize risk to both the Bank and the customer.
- Must have the ability to multi‑task as this position requires the individual to use two separate computer systems simultaneously to conduct transactions.
- Must be comfortable, pleasant, and welcoming via video camera.
- Consistently produces the expected volume of teller transactions while maintaining teller difference limits.
- Properly identifies customers using established procedures.
- Prepares documents completely and accurately.
- Processes various transactions to customer accounts inclusive of cash and/or checks, verification of endorsement and provides customer with receipt.
- Reviews the Qualifile Authorization Forms for all Branches and creates Adverse Action Notices which are mailed to the individuals.
- Quickly responds to customer inquiries.
- Monitors ATM/ITMs for cash levels. Notifies appropriate supervisory staff when levels are low.
- Enter ATM machines live totals daily from Fiserv.
- Enter ITM machines totals daily from Network Manager.
- Accept and save City of Fall River and City of New Bedford payments to folders daily.
- Responsible for identifying mechanical issues with vendor‑serviced ATM/ITM and requesting service calls…
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