ITM Personal Banker

Baycoast Bank•Swansea, MA

6d•$37,050 - $45,000•Remote

About The Position

The ITM Personal Banker is the face of BayCoast Bank’s Virtual Branch, delivering exceptional customer service through live video interactions conducted via Interactive Teller Machines (ITMs). This role combines customer service, relationship development, and banking operations to support customers with transactions, account servicing, and financial solutions. Working under the direction of the ITM Officer, ITM Assistant Manager, and ITM Supervisor, you will build customer relationships, resolve inquiries, process transactions, and identify opportunities to connect customers with products and services that help them achieve their financial goals.

Requirements

Minimum 12 months of sales and/or customer service experience in a retail environment
Strong verbal communication and interpersonal skills
Comfortable interacting with customers through video technology
Ability to multi-task and work within multiple computer systems simultaneously
Strong problem-solving skills and attention to detail
Ability to handle customer complaints and routine problem resolution independently
Ability to sit for extended periods and work on a computer throughout the day
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.).
Ability to lift and carry up to 50 lbs., including coin bags
Comfortable working in a fast-paced, technology-driven virtual banking environment
Commitment to maintaining confidentiality and safeguarding customer information

Nice To Haves

Knowledge of banking products and services preferred
Bilingual: Portuguese/Spanish a plus but not required

Responsibilities

Deliver professional, friendly, and efficient service through video interactions
Respond to customer inquiries and resolve routine issues
Accurately process customer transactions involving cash, checks, deposits, withdrawals, transfers, and loan payments
Ensure compliance with customer identification and security procedures
Maintain a welcoming and customer-focused experience during every interaction
Identify customer financial needs and recommend appropriate products and services
Generate referrals to various areas of the Bank and affiliated business partners
Participate in relationship development meetings, campaigns, and sales initiatives
Utilize Salesforce to document leads, referrals, and opportunities
Support the Bank’s commitment to providing financial solutions and personalized service
Process and balance daily teller transactions while maintaining accuracy standards
Monitor ATM and ITM cash levels and coordinate service requests as needed
Balance ATM and ITM cashboxes and complete daily machine reconciliations
Process account maintenance requests, debit card PIN resets, travel notifications, and credit card payments
Complete CTR reporting and other compliance-related documentation when required
Respond to customer issues and make sound decisions that minimize risk to the customer and the Bank
Maintain accurate records, logs, and transaction documentation
Participate in required training programs, meetings, campaigns, and contests
Support branch operations by performing Customer Service Associate duties when needed
Collaborate with team members to ensure excellent customer service and operational efficiency
Contribute to a positive team environment and support community involvement initiatives