Interactive Teller

Bank of Tennessee•Johnson City, TN

About The Position

The Interactive Teller engages customers via the Interactive Teller Machines (ITMs) by displaying extraordinary presentation and communication skills. This includes handling requests for balance information, transfers, loan payments, account research, product information, and customer service on deposit and loan accounts. Interactive Tellers provide service and support for customers handling routine requests, as well as those that may require extensive research and use of problem-solving skills to identify and resolve issues. The Interactive Teller is a leader in sales referrals, product knowledge and solutions and is able to identify opportunities to expand our customer’s relationship with the Bank. An Interactive Teller must excel in a fast-paced environment with exceptional time management skills, balancing customer interaction via ITMs located at multiple locations. This position takes complete ownership of the customer’s needs while meeting the Bank’s performance standards. This role is highly visible in the Bank and requires a high level of professionalism and self-awareness.

Requirements

High school diploma or equivalent required
Ability to work flexible shifts to accommodate the extended operating hours of 6:45am to 7:15pm, Monday through Saturday required
Possess superior presentation and interaction skills with the ability to perform on camera in a consistently professional manner
Ability to make quick decisions independently and to work autonomously.
Ability to efficiently and independently work a video teller station
Ability to listen and identify the needs and wants of a customer
Knowledge of various functions of the bank and where to find information as needed
Ability to multi-task and often change focus at hand quickly without getting stressed or overwhelmed
Ability to be self-motivated and self-sufficient with minimal management oversight or supervision
Possess strong attention to detail
Ability to read and comprehend documents such as policies and procedures
Possess proficient computer skills and be familiar with most Microsoft Office applications
Ability to take Initiative and be self-driven and results-oriented

Nice To Haves

At least six months of customer service, banking or retail experience preferred

Responsibilities

Successfully complete all training programs required for the Interactive Teller position including ITM software/system training, Horizon Teller training, teller transactions, customer service standards, procedures, and other applicable systems training
Possess superior knowledge of Bank products and services, delivering professional presentation, explanation and selling of products and services, matched to customer needs
Effectively and efficiently assist all customers with any banking need, including transactions, account advice, referrals, and product recommendations
Identify opportunities to refer customers to other areas of the Bank, including Commercial, Mortgage, and Investment divisions as appropriate
Continuously identify/execute any cross-selling opportunities for the customer while maintaining a strong, working knowledge of all bank products and services
Conduct customer and bank transactions with accuracy, efficiency and professionalism, meeting the high-quality service delivery standards of the Bank
Manage and achieve service standard goals, referral goals, transactional goals, and other key performance indicators as required
Protect all customers and bank information at all times, adhering to customer privacy and information security policies
Regularly update the Customer Experience Channel Manager on any customer issues, operational issues or compliance issues
Effectively manage the operations of the ITMs by managing cash levels and overall maintenance of each terminal
Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements
Actively support the ongoing development of a culturally diverse workforce
Complete other duties as assigned as determined by management to be reasonable and beneficial