ITM PERSONAL BANKER

Baycoast Bank•Swansea, MA

7d•Hybrid

About The Position

Under the direction of the ITM Officer, ITM Assistant Manager and ITM Supervisor, the ITM Personal Banker is at the forefront of customer interactions as part of a virtual branch-based team that provides high quality service that earns the long-term loyalty of our customers. Leverages communication skills and banking knowledge to engage with customers. Understands customer’s needs which will provide financial solutions and advice to resolve issues and help customers achieve their financial goals. Accurately processes various customer transactions via video through the Interactive Teller Machine (ITM) during set extended hours (currently M-F 7 a.m. – 7 p.m. and Sat. 8 a.m. – 2 p.m.). This employee responds to customer inquiries by promptly answering questions, resolving routine problems, and identifies relationship development opportunities and refers customers to appropriate personnel. Demonstrates a willingness to do more than is required or expected by embracing the Bank’s mission statement and core values, which will improve results and morale as well as create new opportunities.

Requirements

Must have a minimum of 12 months sales/customer service experience in a retail environment.
Individual must be comfortable with working and communicating on–screen and be verbally articulate.

Nice To Haves

Bilingual: Spanish/Portuguese a plus

Responsibilities

Consistently provides quality service in a professional manner:
Effectively engages with customer inquiries in a courteous and efficient manner and forwards completed paperwork to the appropriate department
Accurately processes various customer transactions
Leverages problem-solving and strong communication skills to resolve customer issues
Adheres to Customer Centric service standards
Knows features and benefits of BayCoast Bank products
Evaluates customers’ needs
Effectively recognizes relationship development opportunities and refers customers to appropriate personnel
Enthusiastically participates in and supports relationship development meetings and campaigns
Embraces the Bank’s commitment to Solutions by seeking and recognizing opportunities to refer new business to different areas of the Bank, Partners Insurance Group, BayCoast Bank Financial Services, Plimoth Investment Advisors, and BayCoast Mortgage.
Uses Salesforce to track identified tasks, leads and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.
Able to independently handle a diverse array of complex customer situations by making sound decisions that typically require supervisor authority in a normal branch environment and that minimize risk to both the Bank and the customer
Must have the ability to multi-task as this position requires the individual to use two separate computer systems simultaneously to conduct transactions.
Must be comfortable, pleasant, and welcoming via video camera
Consistently produces the expected volume of teller transactions while maintaining teller difference limits
Properly identifies customers using established procedures
Prepares documents completely and accurately
Processes various transactions to customer accounts inclusive of cash and/or checks, verification of endorsement and provides customer with receipt
Reviews the Qualifile ID Verification Authorization Forms for all Branches and creates Adverse Action Notices which are mailed to the individuals
Quickly responds to customer inquiries
Monitors ATM/ITMs for cash levels. Notifies appropriate supervisory staff when levels are low
Enter ATM machines live totals daily from Fiserv
Enter ITM machines totals daily from Network Manager
Accept and save City of Fall River and City of New Bedford payments to folders daily
Responsible for identifying mechanical issues with vendor serviced ATM/ITM and requesting service calls from maintenance.
Update Virtual Branches log of all machine errors and add tech notes of resolution daily
Balance ATM and ITM cashboxes within Insight
Reset ATM/Debit card pin tries
Reset customers card Pin offset number and provide customer with phone number to call to set up new pin. Only done when branches are closed (afterhours)
Add travel notifications to customers debit cards
Transfers funds from one account to another
Process our credit card payments for customers via designated website.
Complete CTR’s when applicable.
Processes various types of loan payments.
Must be able to handle basic customer complaints and problems without assistance.
Balances daily work at end of day.
Balance Virtual Branch at days end.
Maintains a neat, organized work area.
Consistently adheres to bank policies and procedures regarding the ITM, branch operations, security, and employment practices.
Adheres to Bank's confidentiality policy and the safeguarding of customer information.
Enthusiastically participates in bank-sponsored training programs, campaigns, and contests.
Attends all required trainings/meetings as assigned or scheduled.
Is encouraged to participate in community events and organizations
Perform duties as a Customer Service Associate as needed in a branch environment.
Performs additional duties as requested.