Universal Banker​/ITM Operator

Universal Banker

The Universal Banker serves as the primary Interactive Teller Machine (ITM) operator for Three Rivers Bank while providing operational support across multiple retail banking functions. This position combines advanced teller and digital banking responsibilities with customer service, account servicing, and relationship-building activities.

This position's primary responsibility is managing ITM operations and delivering exceptional customer experiences through remote video banking channels. The incumbent will support deposit account servicing, customer inquiries, sales referrals, digital banking support, and retail branch operations while maintaining flexibility to assist with personal banking activities as needed.

Universal Bankers consistently represent Three Rivers Bank's culture, values, and commitment to exceptional service while utilizing the Emmerich Group 7-Step Sales Process to identify customer needs and recommend appropriate banking solutions.

Essential Functions:

• Build Rapport – Greet every customer with warmth, professionalism, and genuine interest.
• Ask Questions – Use purposeful discovery questions to understand financial goals and challenges.
• Identify Needs – Listen actively to uncover opportunities to add value.
• Present Solutions – Connect customer needs to appropriate bank products and services.
• Ask for the Business – Confidently invite customers to take the next step.
• Handle Concerns – Address questions or hesitations with clarity and empathy.
• Confirm Next Steps – Ensure follow-up, documentation, and a smooth handoff when needed.

The following role-specific functions outline how Universal Bankers fulfill their core responsibilities across the retail team:

Interactive Teller Machine (ITM) Operations

• Process deposits, withdrawals, payments, transfers, check cashing, and other banking transactions through remote video conferencing.
• Display an engaging and professional on-screen presence while assisting customers through the ITM platform.
• Maintain proficiency in the operation, troubleshooting, and functionality of Interactive Teller Machines.
• Serve as the primary ITM operator and work closely with the Universal Banker/Teller Supervisor to coordinate ITM maintenance, complete cash fills, monitor machine performance, and assist in resolving operational issues to ensure optimal functionality and customer experience.
• Process loan payments, loan payoffs, credit card payments, and cash transactions accurately and efficiently.
• Assist customers with account inquiries, transaction research, and reconciliation requests.
• Balance virtual cash drawers and reconcile ITM transactions daily.
• Process mobile deposits, remote deposit items, and exception transactions.
• Review and complete required BSA/AML reporting when necessary.
• Maintain compliance with all bank policies, procedures, and regulatory requirements.
• Maintain strong knowledge of digital banking products and services.
• Promote and refer appropriate products and services based on customer needs.

Customer Experience & Digital Banking Support

• Greet and assist customers by phone, email, in person, and through ITM channels.
• Deliver an exceptional customer experience during every interaction.
• Assist customers with online banking enrollment, password resets, account unlocks, and navigation.
• Support debit card ordering and servicing requests.
• Assist customers with routine account maintenance requests.
• Resolve customer concerns promptly and professionally.
• Maintain confidentiality and professionalism in all customer interactions.
• Support branch operational activities, mail handling, document processing, and other administrative functions as assigned.

Teller Operations

• Process customer transactions accurately and efficiently.
• Issue cashier's checks.
• Order customer checks.
• Process foreign currency transactions.
• Assist with outgoing wire requests.
• Process night deposit and bank-by-mail transactions.
• Process change orders.
• Balance assigned cash drawer and settlement activity.
• Balance ATM cash as assigned.
• Process credit card payments and advances.
• Research and resolve transaction discrepancies.
• Complete all daily work with minimal errors and within established time frames

Persona…