ITM Specialist

POSITION SUMMARY:

Under the direction of the Customer Care Center/ITM Manager, the ITM Specialist plays an integral role in ensuring that an exceptional customer experience is achieved in each banking interaction. In this role, the ITM Specialist assists customers and processes transactions via video, through our Customer Care Center and Interactive Teller Machines (ITMs). The ITM Specialist enhances customer relationships by providing tailored and accurate service through multiple delivery channels.

The ITM Specialist is responsible for engaging with current customers, providing exceptional service and addressing inquiries professionally via the telephone and online. Flexibility to work extended hours and Saturdays is required.

• Facilitates routine transactions using an ITM. Processes allowable financial transactions for customers which may include deposits, withdrawals, loan payments, and cashing checks. Verifies customer deposit requests, including proper payee and endorsement of checks. May provide certain transaction exceptions, within policy or procedural guidelines.
• Effectively communicates with and assists internal and external customers in a professional, positive, and composed manner while using effective listening abilities to resolve customer inquiries and requests. Provides resolutions and creative solutions to non-traditional banking inquiries.
• Services all banking inquiry types, including customer accounts and ATM/debit card research and maintenance, navigation and technical support for electronic services, fraud research and disputes.
• Has extensive knowledge of all products and is proficient in navigating required electronic product delivery systems. Aids internal and external customers with electronic delivery inquiries and demonstrates research, problem resolution and technical expertise for electronic products and services. Assists customers in navigating and troubleshooting our electronic products.
• Identifies and pursues opportunities to build and deepen consumer and business customer relationships by actively listening and engaging with the customer to cross-sell products and services and understand their current and future financial needs and priorities. Offers needs-based solutions and educates customers on products, promotions, and digital services to assist the customer in reaching their financial goals.
• Maintains a discerning ability to strongly authenticate callers over the phone and mitigate risk by recognizing and reacting to covert and overt attempts of illicit activity. Makes sound judgements balancing customer service and risk to the Bank and provides first-level approval authority for certain transaction exceptions, within policy or procedural guidelines. Provides service escalation to management, as necessary.
• Maintains knowledge of and compliance with applicable federal, state, and local laws and regulations governing the activities of the Bank, as well as a well-rounded knowledge of both front end and back-office operations. Understands when to elevate a problem or situation to management or another department/branch. Owns any customer issues from beginning until resolution while making sure to keep customer informed throughout the process.
• Is cross trained in all basic Customer Care Center procedures and all verbal and written delivery channels, including phone system, chat, email, and ITM.
• Directs calls to appropriate Bank departments and associates.
• Adheres to all Bank, security, and regulatory policies and procedures, including but not limited to, Bank Secrecy Act requirements, currency reporting requirements, check processing and funds availability guidelines, and all other position-related regulations, policies, and best practices. Reports any discrepancies to the supervisor. Adheres to all operational policies and procedures.
• Participates in Bank promotions and community events to increase outreach and foster new business opportunities.
• Applies new technology, serves as a subject matter expert on ITMs and stays up to date on process improvements and technology enhancements.
• Performs other related duties as required.

• High school diploma or equivalent is required, along with a minimum of one (1) to three (3) years of banking experience. Call center or retail banking experience is preferred.
• Strong critical thinking skills – ability to assist others, sound decision making skills.
• Strong customer service and sales skills, as well as strong written communication skills are required.
• Proficient verbal and numerical aptitudes are required.
• Must be able to work in a high-volume setting and must demonstrate an ability to quickly learn and adapt to changing systems, applications, policies, and procedures.
• Maintains a professional appearance while communicating effectively through on-screen technology.
• Possesses working knowledge of financial institution policies, procedures, services, and products.
• Detail oriented and able to assist…