Interactive Banking Specialist Regency Lakes

Role

The Interactive Banking Specialist provides exceptional customer service through Interactive Teller Machines, answering incoming calls, texts, and chats. This position greets, welcomes, grows, and conducts customer day-to-day transactions following PBT’s Benchmark Service Standards. Strong customer service, problem-solving, and teamwork skills are essential. The Interactive Banking Specialist displays a passion for exceeding customer expectations.

• Provide exceptional customer service to internal and external customers by accurately and courteously addressing questions and processing requests via ITM, phone, chat, text, in-person, or any other modes of communication.
• Engage customers according to PBT’s Benchmark Service Standards.
• Foster ongoing relationships that improve customer commitment.
• Recommend products to customers based on their needs and find solutions by actively cross‑selling products and services.
• Respond to customer requests by providing simple and knowledgeable guidance to resolve issues.
• Accept deposits for checking and savings accounts, verify endorsements, ownership, and use of proper documents.
• Process requests for withdrawals and transfers between accounts.
• Cash checks according to bank policy and procedures.
• Balance Interactive Teller Machines daily.
• Access and utilize information from the computerized database to facilitate decision‑making when processing customer transactions.
• Utilize email as a tool to promote effective communication among co‑workers.
• Perform opening and closing procedures, while following security procedures.
• Follow policies, procedures, and regulatory requirements.
• Project a favorable image of the bank to the community.

Various other duties as assigned.

Education / Certification: High School Diploma or equivalent required.

Required Knowledge: Strong product and system knowledge of teller, customer service, and ITM processes; full understanding and commitment to PBT’s core values, policies, and procedures.

Experience

Required:

2 or more years of previous banking experience or equivalent job‑related experience.

Skills / Abilities: Attention to detail, strong written and verbal communication skills, effective collaboration and ability to function well within a team setting, self‑motivation, self‑management, ability to consistently follow through on tasks, problem solving, organized, analytical, positive attitude, interpersonal skills, customer service, time management, computer literacy, strong ability to multi‑task, applied leadership, and mentoring/training.

• Talking: Ability to speak effectively and communicate clearly.
• Average Hearing: Ability to hear average conversations at a standard level in an office environment around other customers and bank personnel.
• Repetitive Motion: The employee is regularly required to type throughout the day.
• Finger Dexterity: The employee is regularly required to use hands to type and maneuver a mouse.
• Average Vision: Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus with 20/20 vision (with or without the assistance of eyeglasses/contacts).
• Physical Strength: The employee must occasionally lift and/or move up to 20 pounds (unassisted) as well as stand, sit, bend, kneel, squat, and walk for long periods of time.

General professional office environment with climate control. Adequate lighting. Occasional additional hours outside of regular bank service hours to complete tasks.

• Reasoning Ability: Ability to deal with a variety of variables under only limited standardization.
• Mathematics Ability: Strong numeric capabilities;
  Ability to add, subtract, multiply, and divide in all units of measure using whole numbers and common fractions.
• Language Ability: Ability to read, analyze, and interpret documents. Ability to communicate clearly.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at‑will employer. Employees can be terminated for any reason not prohibited by law.