Senior ITM Specialist/Video Banker (On-site Position)

Huntington National Bank•Tupelo, MS

6d•Onsite

About The Position

This on-site position involves performing teller functions using ITM machines, including processing deposits, loan payments, withdrawals, and account transfers. The role requires verifying transactions, resolving discrepancies, and providing necessary transaction reviews, overrides, and approvals. The Senior ITM Specialist will also oversee general operations in the absence of a manager or supervisor, train new teammates on ITM policies and procedures, and present Cadence Bank services and products to customers. Responsibilities include answering customer questions, solving problems, performing file maintenance, taking ownership of customer interactions, and completing required compliance and training. The role also involves seeking ways to improve work processes, representing the bank professionally, and maintaining customer confidentiality and respectful interactions with colleagues and customers.

Requirements

High School Diploma
Completed a minimum of 12 months as a Branch Teller, ITM Specialist, or equivalent role.
Must be in good standing with no significant outages within a rolling 12 months.
Applicants must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

Strong customer service background.
Excels in a fast-paced work environment while maintaining accuracy.
Exceptional time management skills.
Comfortable on camera, maintaining a friendly and professional appearance.
Professional and courteous verbal and written communication skills.
Ability to remain calm when difficult situations arise.
Ability to communicate, verbally, through video.
Experience communicating via virtual technology (Skype, FaceTime, Video Conf.).
Comfortable being evaluated against performance standards.
Willingness to take initiative to achieve team goals and model a good work ethic for others.
Ability to acquire working knowledge of Cadence Bank products and services.
Ability to become a subject matter expert in digital delivery channels and to discuss these channels with internal/external customers.
Able to use good judgment and discretion when handling confidential account information.
Ability to effectively handle fluctuating work demands.

Responsibilities

Perform teller functions using ITM machines, including receiving deposits, processing loan payments, disbursing withdrawals, and processing account transfers.
Verify transactions, resolve discrepancies in a timely manner, and provide necessary transaction reviews, overrides, and/or approvals.
Oversee the general operations of the team in the absence of the ITM Specialist Team Manager or Supervisor.
Train, coach, and mentor new teammates on ITM policies and procedures.
Present and explain Cadence Bank services and products to customers and assist in meeting their financial needs.
Answer customer questions and solve problems by listening, collecting data, securing answers, and reporting results.
Perform file maintenance needs such as address changes, unlocking Cadence OLB, and managing Debit Card limits.
Take complete ownership of every customer interaction, whether it requires a call back or extended research.
Complete compliance, training, and all other training offered to ITM Specialists.
Seek ways to streamline work processes and continuously improve the ITM experience.
Represent Cadence Bank in a positive and professional manner.
Maintain customer and other sensitive information with confidentiality.
Treat all co-workers and Cadence Bank customers with respect.