ITM Assistant Manager

PeoplesBank•Spencer, MA

5d•$31 - $33•Onsite

About The Position

Cornerstone Bank was established in 2017, built on a legacy of community support and a commitment to helping individuals and businesses thrive. With deep roots in Worcester County and a strong presence throughout Central Massachusetts, Cornerstone combines the strength of a traditional bank with the personalized service of a local institution. Our community-based banking model allows us to deliver exceptional service with a personal touch—every time. At Cornerstone Bank, we foster a collaborative and inclusive workplace where innovation, teamwork, accountability, and excellence are more than just values—they’re how we work every day. We empower our employees to grow professionally, serve their communities, and deliver outstanding customer experiences. Position Summary: Cornerstone Bank is seeking a customer-focused and team-oriented ITM Assistant Manager to support our Interactive Teller Machine (ITM) operations. In this role, you will deliver exceptional customer service through video banking at drive-up locations, assisting customers with a wide range of transactions while creating a positive, engaging experience. As a key member of the ITM team, you will also serve in a leadership capacity—supporting team development, training, and daily operations. You’ll help ensure smooth, accurate processing of transactions, contribute to process improvements, and partner with internal teams and vendors to optimize ITM performance and functionality. This role is ideal for someone who enjoys combining technology with customer interaction, thrives in a fast-paced environment, and is passionate about delivering high-quality service while supporting team success.

Requirements

Demonstrated customer service skills
Must be comfortable performing basic math calculations
Attention to detail; ability to multi-task
Strong verbal and written communication skills; possesses professional communication ability including active listening
Strong interpersonal skills and ability to deal with customers under circumstances requiring tact and diplomacy
Excellent organizational skills
Ability to handle sensitive and confidential situations and documentation
Must be available to work extended and/or weekend hours and attend training as needed
Must be able to use various types of office equipment, including computer terminal
High School Diploma or equivalent
Three to Six months retail cash handling / customer service experience

Nice To Haves

Previous supervisory experience preferred

Responsibilities

Provides efficient, effective and courteous customer service through prompt handling of transactions via the ITM video teller system.
Performs a variety of transactions to service the customer, including processing deposits, withdrawals, payments, transfers, check cashing; may assist customers with more complex inquiries.
Maintains updated knowledge of Bank's products and services.
Build trust with customers by identifying opportunities to deepen customer relationships and refers customers to appropriate team members.
Ensures the accuracy and efficiency of activities.
Balances transactions and cash at the end of the day and participate in the branch settlement.
Performs all duties in accordance with prescribed regulatory compliance guidelines and as directed by management.
Conducts training for new hires in conjunction with Learning and Development
Assists in producing and streamlining procedures and creating efficient processes used by the department in the day-to-day activities.
Assists in testing new machines and onboarding branches with new machines.
Communicate with service providers, vendors, and branch staff as appropriate.
Following up with service tickets to troubleshoot and resolve machine errors.
Other related duties assigned.