Interactive Banker

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CONTACT CENTER
** Part-Time Customer Service Rep Taunton, MA, US

Salary Range: $18.31 To $20.00 Hourly

Job Title Interactive Banker

Department Operations

Reports toITM Supervisor

Hours:

Monday-Friday 7 a.m. to 7 p.m. Saturday 8 a.m.

- 1 p.m.

This position is responsible for providing high quality customer service and the operation of Interactive Teller Machines (ITM) during set extended hours (currently Mon
- Fri 7 am to 7pm and Sat 8 am to 1pm). This includes, but is not limited to assuming a teller role through video link with customers, completing transactions submitted through the ITM efficiently and accurately while maintaining a professional relationship with customers, resolving routine problems or referring customers to the appropriate sales/service personnel, along with following all bank policies and procedures.

• Serves the customer in a professional, courteous, efficient manner through prompt handling of all Bank transactions by utilizing the Bank’s software programs. Demonstrates exceptional customer service standards through education of the ITM’s with both internal and external customers. Assists customers with the use of ITM’s, providing education on their use and ensuring an elevated comfort level.
• Works independently and utilizes effective problem solving skills to resolve issues.
• Resolves complex and non-routine inquiries concerning bank policy and operating procedures; researches and solves customer’s problems as time permits, referring more difficult issues or requests to the branch staff or appropriate department.
• Processes detailed and/or complex deposit, account transfers and loan payments including ability to correct transactions.
• Multitasks by working with multiple software programs concurrently to complete a transaction, while communicating with a customer.
• Actively seeks cross-selling opportunities, selling new or additional products or services that meet customers’ needs, and makes appropriate referrals to other bank areas.
• Remains up to date and educated on products, services, marketing promotions, policies and procedures.
• Performs end of day balancing according to procedures. Adheres to security, audit, and compliance requirements.
• Monitors ITM’s for cash levels and initiates cash replenishment via online cash ordering system.
• Monitors ATM’s for cash levels informing branches of current cash, reviews ATM check deposits mailing out notice of delayed availability when applicable.

• Serve as back up to the Bank’s Contact Center as needed.
• Assist with special projects for other teams within Operations, as necessary.
• Complete all required regulatory training and other internal training as provided.
• Other duties as deemed necessary.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Associate’s Degree in Business, Finance or related field, or comparable education and/or experience is preferred.
• At least 1-2 years’ experience in a financial institution or comparable experience in customer service is preferred.
• Must have excellent communication skills that transcend a video/electronic face-to-face customer environment. Must be comfortable with being on camera, as customers will see the Interactive Teller via video transmission from the Interactive Teller Machine.
• Knowledge of financial institution operations and procedures.
• A working knowledge of laws and regulations pertaining to financial institution is preferred and/or the ability to…