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 day-to-day transactions with customers following PBT’s Benchmark Service Standards. This position also reviews and processes deposits received through electronic capture products in an accurate and timely manner. The Interactive Banking Specialist displays a passion for exceeding customer expectations where strong customer service, problem-solving, and teamwork skills are essential.

• 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
• Review and process deposits received from electronic capture products (ATM, mobile, etc.)
• 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…