I-Teller - Operations Center

FARMERS BANK & TRUST•Magnolia, AR

About The Position

I-Tellers are the face of the Bank and process transactions while providing excellent customer service and building relationships with customers, whether they are at the counter or connecting remotely. The position uses an Interactive Teller Machine (ITM) and requires professional, courteous, efficient, and prompt service in compliance with bank policies, procedures, and regulatory requirements. The role also supports customer requests and resolves account or transaction issues, explains bank products and services, makes appropriate referrals, and promotes a positive experience with ITM technology. The I-Teller performs end-of-day balancing, troubleshoots routine ITM and TellerPrompter issues, and follows security, audit, compliance, notification, and escalation procedures.

Requirements

Mental alertness and adaptability to office and field-area work routines.
Education equivalent to four years of high school or GED, with particular emphasis on office skills, shop skills, or other relevant areas.
0 to 6 months of related experience and/or training.

Responsibilities

Process ITM teller transactions in accordance with bank policies and procedures, providing professional, courteous, efficient, and prompt service.
Follow regulatory procedures regarding Funds Availability Holds and BSA CTRs.
Examine checks for proper endorsements, verify document legality, identify customers, and confirm account authority for transaction participants.
Record transactions promptly and accurately in compliance with Bank procedures.
Use multiple software programs concurrently while completing ITM transactions and communicating with customers.
Handle service requests such as address changes, debit cards, online banking, temporary checks, and check orders.
Resolve customer issues and transaction discrepancies.
Answer inquiries about interest rates, accounts, products, and services.
Build relationships with customers and non-customers and offer suitable products and services.
Refer customers to departments such as new accounts, treasury management, lending, mortgage, trust, and financial services.
Participate in new-business and operational-cost-saving activities, including calling customers and attending or working special events.
Perform ITM end-of-day balancing according to procedures.
Adhere to security, audit, and compliance requirements under bank policies and procedures.
Use ITM scripts consistently while maintaining customer-service standards.
Explain proper ITM use, address customer objections and anxiety about new technology, promote its benefits, and support a positive customer experience.
Troubleshoot routine transaction, ITM machine, and TellerPrompter issues and follow notification and escalation procedures.
Follow procedures for marking accounts for returned mail, closed accounts, and deceased customers; hot-card debit cards for closed accounts.
Assist with reclamation of benefits for deceased customers, including SSA, SSI, and pensions.
Perform verifications for acuity, SSA, account confirmations, and other purposes.