Interactive Banker

Bristol County Savings Bank•Taunton, MA

19d

About The Position

The Interactive Banker provides high-quality customer service and operates Interactive Teller Machines (ITMs) during the stated service hours: Monday through Friday, 7 a.m. to 7 p.m., and Saturday, 8 a.m. to 1 p.m. The role performs teller functions with customers through video, processes ITM transactions accurately and efficiently, maintains professional customer relationships, resolves routine problems or refers customers to appropriate personnel, and follows bank policies and procedures. The position also supports ATM monitoring, cash management, end-of-day balancing, customer education, cross-selling and referrals. The Interactive Banker may back up the Bank’s Contact Center and assist other Operations teams with special projects. The work is performed independently within established guidelines, with consultation with the supervisor when clarification or an exception may be needed.

Requirements

High school diploma required.
Excellent communication skills in a video or electronic face-to-face customer environment.
Comfort being on camera and visible to customers through ITM video transmission.
Knowledge of financial institution operations and procedures.
Ability to apply strong analytical skills when reviewing data received from business partners.
Ability to make sound decisions after considering available courses of action.
Ability to work independently and collaboratively with internal business partners, with working knowledge of major business functions.
Flexibility and teamwork when handling varied tasks and hours.
Ability to work with all levels of management and staff.
Working knowledge of Windows, Microsoft Word, Excel, and multiple computer and software systems.
Physical ability to sit, stand, walk, talk, and hear; ability to lift up to 10 pounds and adjust focus.

Nice To Haves

Associate’s degree in Business, Finance, or a related field, or comparable education and/or experience.
At least 1–2 years of experience in a financial institution or comparable customer service experience.
Working knowledge of laws and regulations pertaining to financial institutions, or ability to interpret and understand them.

Responsibilities

Serve customers professionally, courteously, and efficiently while processing bank transactions using bank software programs.
Educate internal and external customers about ITMs, assist them with using the machines, and help build their comfort with the technology.
Work independently and use problem-solving skills to resolve issues.
Resolve complex and non-routine inquiries about bank policies and operating procedures; research customer problems as time permits and refer more difficult issues or requests to branch staff or the appropriate department.
Process detailed or complex deposits, account transfers, and loan payments, including correcting transactions.
Use multiple software programs concurrently while completing transactions and communicating with customers.
Identify cross-selling opportunities, offer products or services that meet customer needs, and make appropriate referrals to other bank areas.
Stay current on products, services, marketing promotions, policies, and procedures.
Perform end-of-day balancing and comply with security, audit, and regulatory requirements.
Monitor ITM cash levels and initiate cash replenishment through the online cash-ordering system.
Monitor ATM cash levels and inform branches of current cash levels; review ATM check deposits and mail delayed-availability notices when applicable.
Back up the Bank’s Contact Center as needed.
Assist other Operations teams with special projects as necessary.
Complete required regulatory and internal training.
Perform other duties as necessary.