ITM Personal Banker

Baycoast Bank•Swansea, MA

19d•Onsite

About The Position

The ITM Personal Banker represents BayCoast Bank’s Virtual Branch and provides customer service through live video interactions using Interactive Teller Machines (ITMs). The role combines customer service, relationship development, and banking operations to assist customers with transactions, account servicing, and financial solutions. Reporting under the direction of the ITM Officer, ITM Assistant Manager, and ITM Supervisor, the banker builds customer relationships, resolves inquiries, processes transactions, and connects customers with relevant products and services. The position involves processing and balancing teller transactions, monitoring and reconciling ATM and ITM cash, handling account maintenance and payment requests, completing compliance documentation, and maintaining accurate records. The ITM Personal Banker also participates in training, meetings, campaigns, and sales initiatives, and may support branch operations by performing Customer Service Associate duties when needed. The work takes place in a fast-paced, technology-driven virtual banking environment. The role requires working through an ITM during set extended hours, currently Monday through Friday from 7 a.m. to 7 p.m. and Saturday from 8 a.m. to 2 p.m., with flexibility to work extended hours, evenings, and weekends as needed. It requires extended periods of sitting and computer use, and the ability to lift and carry up to 50 pounds, including coin bags. Remote meetings and travel may also be required.

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 while working in multiple computer systems simultaneously.
Strong problem-solving skills and attention to detail.
Ability to independently handle customer complaints and routine problem resolution.
Ability to sit for extended periods and work on a computer throughout the day.
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.
Commitment to maintaining confidentiality and safeguarding customer information.

Nice To Haves

Knowledge of banking products and services.
Portuguese or Spanish bilingual skills.

Responsibilities

Deliver professional, friendly, and efficient service through video interactions.
Respond to customer inquiries and resolve routine issues and complaints.
Process cash, check, deposit, withdrawal, transfer, and loan-payment transactions accurately.
Follow customer identification and security procedures and maintain a welcoming customer experience.
Identify customers’ financial needs and recommend appropriate products and services.
Generate referrals to Bank departments 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 meeting 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.
Resolve customer issues and make sound decisions that 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 support service quality and operational efficiency.
Contribute to a positive team environment and support community involvement initiatives.