Senior ITM Specialist - Birmingham, AL

Huntington National Bank • Hoover, AL

1d • Onsite

About The Position

The role of the Senior ITM Specialist is to accurately and efficiently process teller transactions via video through the Interactive Teller Machine (ITM), provide mentorship, training, and support to fellow ITM Teammates, as well as review transactions for elevated approval when needed. This includes, but is not limited to, balance inquiries, transfers, deposits, loan payments, account research, and product information. The Senior ITM Specialist is constantly seeking out opportunities to expand our customer’s relationship with Cadence Bank through education as well as product and service solutions tailored to each customer’s needs. This role provides customer service and support handling requests of varying degrees of complexity. The Senior ITM Specialist effectively assists customers via CL machines located at multiple locations. This position takes complete ownership of the customers’ needs while modeling the standards and vision to provide our clients and teammates with exceptional products, service, and support and be a leader within the banking industry by building a full-service, first-class, and professional remote banking team. This is an on-site position.

Requirements

• Completed a minimum of 12 months as a Branch Teller, ITM Specialist, or equivalent role.
• High School Diploma.
• Must be in good standing with no significant outages within a rolling 12 months.
• Strong customer service background.

Nice To Haves

• 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

• Assumes responsibility for the efficient, effective, and accurate performance of teller functions to be processed using the ITM machines.
• Receives deposits, loan payments, disburses withdrawals, processes account transfers, verify transactions, and resolves discrepancies in a timely manner.
• Provides 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.
• Presents and explains Cadence Bank services and products to customers and assists in meeting their financial needs.
• Answer questions and solve problems for customers by listening, collecting data, securing answers, and reporting results to the inquiring party.
• Performs file maintenance needs such as address changes, unlocking Cadence OLB, Debit Card limits, etc.
• Takes complete ownership of every interaction whether it requires a call back or extended research.
• Required to complete compliance, training, and all other training offered to ITM Specialists.
• Seeks ways to streamline work processes and continuously improve the ITM experience.
• Represents Cadence Bank in a positive and professional manner.
• Maintains customer and other sensitive information with confidentiality.
• Treats all co-workers and Cadence Bank customers with respect.

Benefits

• Flexible work arrangement (for certain positions outside branch network)
• Opportunity to come together in offices for important moments (for remote roles)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED