ITM Personal Banker

Baycoast Bank•Swansea, MA

20d•$37,050 - $45,000

About The Position

The ITM Personal Banker is the face of BayCoast Bank’s Virtual Branch, delivering customer service through live video interactions conducted via Interactive Teller Machines (ITMs). The role combines customer service, relationship development, and banking operations to support customers with transactions, account servicing, and financial solutions. The position works under the direction of the ITM Officer, ITM Assistant Manager, and ITM Supervisor, building customer relationships, resolving inquiries, processing transactions, and identifying opportunities to connect customers with products and services that support their financial goals.

Requirements

At least 12 months of sales and/or customer service experience in a retail environment.
Strong verbal communication and interpersonal skills.
Comfort interacting with customers through video technology.
Ability to multitask 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.
Ability to accurately process customer transactions via ITM during set extended hours.
Ability to lift and carry up to 50 pounds, including coin bags.
Flexibility to work extended hours, evenings, and weekends as needed.
Ability to attend remote meetings and travel when required.
Comfort 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.
Portuguese or Spanish bilingual ability.

Responsibilities

Deliver professional, friendly, and efficient service through video interactions.
Respond to customer inquiries and resolve routine issues.
Accurately process cash, check, deposit, withdrawal, transfer, and loan-payment transactions.
Follow customer identification and security procedures.
Identify customer financial needs and recommend appropriate products and services.
Generate referrals to areas of the Bank and affiliated business partners.
Participate in relationship development meetings, campaigns, and sales initiatives.
Use Salesforce to document leads, referrals, and opportunities.
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 to minimize risk to customers and the Bank.
Maintain accurate records, logs, and transaction documentation.
Participate in required training programs, meetings, campaigns, and contests.
Perform Customer Service Associate duties to support branch operations when needed.
Collaborate with team members to provide excellent customer service and operational efficiency.
Contribute to a positive team environment and support community involvement initiatives.