ITM PERSONAL BANKER - Baycoast Bank

POSITION TITLE: ITM PERSONAL BANKER

DEPARTMENT: VIRTUAL DEPARTMENT

Level: 103

FLEXIBLE WORK PROGRAM ELIGIBILITY CODE: Remote Work (RW) & Hybrid Work (HW)

FUNCTION:

Under the direction of the ITM Officer and ITM Assistant Manager the ITM Personal Banker is at the forefront of customer interactions as part of a virtual branch-based team that provides high quality service that earns the long-term loyalty of our customers. Leverages communication skills and banking knowledge to engage with customers. Understands customer’s needs which will provide financial solutions and advice to resolve issues and help customers achieve their financial goals. Accurately processes various customer transactions via video through the Interactive Teller Machine (ITM) during set extended hours (currently M-F 7 a.m. – 7 p.m. and Sat. 8 a.m. – 2 p.m.). This employee responds to customer inquiries by promptly answering questions, resolving routine problems, and identifies relationship development opportunities and refers customers to appropriate personnel. Demonstrates a willingness to do more than is required or expected by embracing the Bank’s mission statement and core values, which will improve results and morale as well as create new opportunities

RESPONSIBILITIES:

RELATIONSHIP DEVELOPMENT AND SERVICE

1. Consistently provides quality service in a professional manner:
   • Be the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction.
   • Effectively engages with customer inquiries in a courteous and efficient manner and forwards completed paperwork to the appropriate department.
   • Accurately processes various customer transactions.
   • Leverages problem-solving and strong communication skills to resolve customer issues.
   • Adheres to Customer Centric service standards.

1. Strives to meet and exceed personal relationship development goals:
   • Knows features and benefits of BayCoast Bank products.
   • Evaluates customers’ needs.
   • Effectively recognizes relationship development opportunities and refers customers to appropriate personnel.
   • Enthusiastically participates in and supports relationship development meetings and campaigns.
   • Embraces the Bank’s commitment to Solutions by seeking and recognizing opportunities to refer new business to BayCoast Bank affiliates.
   • Uses Salesforce to track identified tasks, leads and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.

OPERATIONS

1. Maintains a high degree of accuracy, organization, and productivity in conducting customer transactions:
   • Able to independently handle a diverse array of complex customer situations by making sound decisions that typically require supervisor authority in a normal branch environment and that minimize risk to both the Bank and the customer.
   • Must have the ability to multi-task as this position requires the individual to use two separate computer systems simultaneously to conduct transactions.
   • Must be comfortable, pleasant, and welcoming via video camera.
   • Consistently produces the expected volume of teller transactions while maintaining teller difference limits.
   • Properly identifies customers using established procedures.
   • Prepares documents completely and accurately.
   • Processes various transactions to customer accounts inclusive of cash and/or checks, verification of endorsement and provides customer with receipt.
   • Use TruChecks website to verify treasury checks, when applicable
   • Use Vertifi website to verify checks, when applicable
   • Quickly responds to customer inquiries.
   • Monitors ATM/ITMs for cash levels. Notifies appropriate supervisory staff when levels are low.
   • Enter ATM machines live totals daily from Fiserv.
   • Enter ITM machines totals daily from Network Manager
   • Process and save City of Fall River and City of New Bedford payments to applicable folders daily.
   • Responsible for identifying mechanical issues with vendor serviced ATM/ITM and requesting service calls for maintenance.
   • Create Salesforce cases for ATM/ITM errors which are sent to the retail branches for review of machine error. Add tech notes and email respondence to these cases when assigned.
   • Reset ATM/Debit card pin tries.
   • Reset customers card Pin offset number and provide customer with phone number to call to set up new pin. Only done when branches are closed (afterhours)
   • Add travel notifications to customers debit cards.
   • Transfers funds from one account to another
   • Process our credit card payments for customers via designated website.
   • Complete CTR’s when applicable.
   • Processes various types of loan payments.
   • Must be able to handle basic customer complaints and problems without assistance.
   • Coach newer staff members in ITM transactions as needed.
   • Balances daily work at end of day.
   • Balance Virtual Branch at days end.
   • Maintains a neat, organized work area.

1. Consistently adheres to bank policies and procedures regarding the ITM, branch operations, security, and employment practices.
2. Adheres to Bank's confidentiality policy and the safeguarding of customer information.
3. Enthusiastically participates in bank-sponsored training programs, campaigns, and contests.
4. Attends all required trainings/meetings as assigned or scheduled.
5. Is encouraged to participate in community events and organizations.
6. Perform duties as a Customer Service Associate as needed in a branch environment.
7. Performs additional duties as requested.

Knowledge/Skills/Experience Requirements:

Must have a minimum of 12 months sales/customer service experience in a retail environment. Individual must be comfortable with working and communicating on–screen and be verbally articulate.