Interactive Banker

Job Title Interactive Banker Department Operations Reports to ITM Supervisor Hours: Monday-Friday 7 a.m. to 7 p.m. Saturday 8 a.m. - 1 p.m.

OVERVIEW

This position is responsible for providing high quality customer service and the operation of Interactive Teller Machines (ITM) during set extended hours (currently Mon- Fri 7 am to 7pm and Sat 8 am to 1pm). This includes, but is not limited to assuming a teller role through video link with customers, completing transactions submitted through the ITM efficiently and accurately while maintaining a professional relationship with customers, resolving routine problems or referring customers to the appropriate sales/service personnel, along with following all bank policies and procedures.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:  Serves the customer in a professional, courteous, efficient manner through prompt handling of all Bank transactions by utilizing the Bank’s software programs. Demonstrates exceptional customer service standards through education of the ITM’s with both internal and external customers.

Assists customers with the use of ITM’s, providing education on their use and ensuring an elevated comfort level.  Works independently and utilizes effective problem solving skills to resolve issues.  Resolves complex and non-routine inquiries concerning bank policy and operating procedures; researches and solves customer’s problems as time permits, referring more difficult issues or requests to the branch staff or appropriate department.

 Processes detailed and/or complex deposit, account transfers and loan payments including ability to correct transactions.  Multitasks by working with multiple software programs concurrently to complete a transaction, while communicating with a customer.  Actively seeks cross-selling opportunities, selling new or additional products or services that meet customers’ needs, and makes appropriate referrals to other bank areas.

 Remains up to date and educated on products, services, marketing promotions, policies and procedures.  Performs end of day balancing according to procedures. Adheres to security, audit, and compliance requirements.  Monitors ITM’s for cash levels and initiates cash replenishment via online cash ordering system.  Monitors ATM’s for cash levels informing branches of current cash, reviews ATM check deposits mailing out notice of delayed availability when applicable.

OTHER ACCOUNTABILITIES / RESPONSIBILITIES (Supporting Role)  Serve as back up to the Bank’s Contact Center as needed.  Assist with special projects for other teams within Operations, as necessary.  Complete all required regulatory training and other internal training as provided.  Other duties as deemed necessary.

POSITION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  High School diploma required  Associate’s Degree in Business, Finance or related field, or comparable education and/or experience is preferred.  At least 1-2 years’ experience in a financial institution or comparable experience in customer service is preferred.

 Must have excellent communication skills that transcend a video/electronic face-to-face customer environment. Must be comfortable with being on camera, as customers will see the Interactive Teller via video transmission from the Interactive Teller Machine.  Knowledge of financial institution operations and procedures.

 A working knowledge of laws and regulations pertaining to financial institution is preferred and/or the ability to interpret and understand laws and regulations.  Requires the ability to apply strong analytical skills in reviewing data received from business partners.  Demonstrates the ability to make decisions wisely, after adequately contemplating various available courses of action.

 Requires the ability to work independently and collaboratively with internal business partners demonstrating a working knowledge of major business functions.  Outstanding flexibility and teamwork for varied tasks and hours.  Requires the ability to work with all levels of management and staff.  Requires working knowledge of Windows, Microsoft Word, and Excel and multiple computer and software systems.

SUPERVISORY SCOPE: None WORK ENVIRONMENT: Work environment consists of typical office conditions with moderate noise level. PHYSICAL QUALIFICATIONS: Candidate must have the physical ability to sit, stand, walk, talk and hear. Must be able to lift up to 10 pounds. Must have the ability to adjust focus. INDEPENDENT ACTION: Performs work independently within scope of established guidelines and practices.

Consults with supervisor when clarification or exception may be required.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities