A MX Agent is responsible for providing exceptional customer service and support to clients through phone calls, emails, digital banking messages, live chats, and interactive ATMs. This includes assisting with transactions, troubleshooting issues, and answering inquiries. Below is a list of essential functions of this position. Additional responsibilities may be assigned in the position. KEY RESPONSIBILITIES Provide prompt and courteous assistance to clients, addressing their inquiries and resolving issues related to banking services. Help clients with various transactions, including deposits, withdrawals, and account inquiries, ensuring accuracy and efficiency through an interactive ATM. Diagnose and resolve technical problems clients may encounter with ITMs or online banking platforms. Ensure each interaction is positive and personalized, making clients feel valued and understood. Monitor and maintain performance metrics within established guidelines to ensure service quality and operational efficiency. ATTITUDES Builds positive relationships with internal and external clients by valuing other's feelings and rights in both words and actions, and embracing other's unique beliefs, backgrounds, and perspectives by demonstrating: Respect : Treating all clients and colleagues with dignity and consideration. Client Focus : Prioritizing the needs and satisfaction of clients in every interaction. Inclusion : Fostering an environment where diverse perspectives are welcomed and valued. BEHAVIORS Demonstrates strong business ethics and honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating: Leadership : Demonstrate ability to positively influence others to achieve Integrity : Strong business ethics and honest behaviors Collaboration : Working effectively with others to achieve common goals Volunteerism : A recognized and visible presence serving our communities COMPETENCIES Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating: Accountability : Taking responsibility for actions and outcomes. Innovation : Seeking and applying new ideas and technologies to improve processes. Professionalism : Conducting oneself in a manner that reflects well on the organization. POSITION LEVEL(S) EXPECTATIONS Level I: provide exceptional personalized service to clients by means of interactive ATMs, calls, live chat, email, and digital banking messages. They address all service or transaction needs and refer banking products and services as appropriate. Level II: complete all requirements of Level I unassisted for one year or more by demonstrating proficiency and expertise with all queues. Support, coach, and mentor Level 1 agents with day-to-day tasks. Facilitates departmental meetings to communicate operational matters and team metrics. Level III: complete all requirements of Level II, consistently exceeding all individual goals and supporting team member in meeting their goals. Support management with scheduling, queue management to meet departmental metrics, and on-the job coaching as needed. Takes a leadership role in developing all levels of agents. SEEKS PROFESSIONAL DEVELOPMENT OPPORTUNITIES Actively participate in expanding skill sets and career paths by attending training programs, workshops, certifications, and educational resources relevant to the role. Set stretch assignments and cross functional opportunities that foster growth and learning.