Interactive Banker
About The Position
The Interactive Banker provides high-quality customer service and operates Interactive Teller Machines (ITMs) during extended 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 over video, accurately processes ITM transactions, maintains professional customer relationships, resolves routine issues or refers customers to appropriate personnel, and follows bank policies and procedures. The position also supports the Bank’s Contact Center as needed and assists Operations teams with special projects, required training, and other duties. It performs work independently within established guidelines and practices, consulting the supervisor when clarification or an exception may be needed. The role reports to the ITM Supervisor and has no supervisory scope.
Requirements
- High school diploma required.
- Excellent communication skills for video and electronic face-to-face customer interactions; must be comfortable appearing on camera.
- Knowledge of financial institution operations and procedures.
- Ability to apply strong analytical skills when reviewing data 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 a working knowledge of major business functions.
- Flexibility and teamwork in 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.
- Ability to sit, stand, walk, talk, and hear; 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 the ability to interpret and understand them.
Responsibilities
- Serve customers professionally, courteously, and efficiently while processing bank transactions using the Bank’s software programs.
- Educate internal and external customers about ITMs, assist them with using the machines, and help them feel comfortable with the technology.
- Work independently and use problem-solving skills to resolve issues.
- Resolve complex and non-routine inquiries about bank policies and procedures; research customer problems as time permits and refer 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 communicating with customers.
- Identify cross-selling opportunities, offer products or services that meet customers’ 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 compliance 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 deemed necessary.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
