ITM Agent

BankPlus•Ridgeland, MS

13h

About The Position

General Position Scope: Responsibilities focus on assisting customers with account transactions and requests received via the Interactive Teller Machine (ITM). The ITM Agent is responsible for providing excellent customer service to customers. Duties and Responsibilities: Provide the best possible service to all customers and ensure team members uphold the best customer service. Greet customers with a friendly and confident demeanor. Speak clearly during interactions, show enthusiasm and maintain a professional appearance. Maintains professional appearance, patience, and empathy. Sell and cross-sells Bank products to new and existing customers by assessing the customer’s needs and being knowledgeable of the features and benefits of the products. Processes transactions via teller machine accurately and efficiently in accordance with established policies and procedures. Verifies transactions and resolves discrepancies. Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions. Provides information and assistance on all BankPlus products and services, including fee schedule, CallPlus, e-BankPlus, CheckCards, branch information, i.e. location, hours. Maintains a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Completes required compliance training and adheres to the Bank’s standard of conduct. Provides information on advertised promotions and sponsorships bank wide.Backs up Customer Service Center queue as needed. Attends and participates in team meetings with positive attitude and open mind. Participates in the bank’s High-Performance Rewards Connections program. Makes referrals to the Mortgage Center and Wealth Management. Performs other duties as assigned.

Requirements

Bachelor’s Degree or One year of similar or related experience in a call center, retail, public relations, or communications
Excellent time management and organization skills
Must be flexible with shifts and comfortable with emerging technologies
Direct dealings primarily with internal and external customers, as needed
General computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook
Excellent verbal and written communication skills
Extensive reading and computer usage, as needed
Work outside of regular business hours, as deemed necessary
Ability to make difficult decisions and handle multiple tasks with daily deadlines

Responsibilities

Assist customers with account transactions and requests received via the Interactive Teller Machine (ITM)
Provide excellent customer service to customers
Provide the best possible service to all customers and ensure team members uphold the best customer service
Greet customers with a friendly and confident demeanor
Speak clearly during interactions, show enthusiasm and maintain a professional appearance
Maintain professional appearance, patience, and empathy
Sell and cross-sells Bank products to new and existing customers by assessing the customer’s needs and being knowledgeable of the features and benefits of the products
Process transactions via teller machine accurately and efficiently in accordance with established policies and procedures
Verify transactions and resolves discrepancies
Balance daily transactions and verifies cash totals
Investigate and resolve out-of-balance conditions
Provide information and assistance on all BankPlus products and services, including fee schedule, CallPlus, e-BankPlus, CheckCards, branch information, i.e. location, hours
Maintain a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc
Complete required compliance training and adheres to the Bank’s standard of conduct
Provide information on advertised promotions and sponsorships bank wide
Back up Customer Service Center queue as needed
Attend and participate in team meetings with positive attitude and open mind
Participate in the bank’s High-Performance Rewards Connections program
Make referrals to the Mortgage Center and Wealth Management
Perform other duties as assigned