Careers

Under the supervision of the Call Center ITM Manager, the ITM Specialist plays an integral role in ensuring an exceptional customer experience through our interactive teller machines (ITMs) and an efficient first call resolution approach in our multi-channel call center.

• Process financial transactions, including deposits, withdrawals and loan payments, via ITM and verify customer deposit requests, including proper payee and endorsement of checks
• Effectively communicate with and assist internal and external customers using effective listening abilities to resolve level 1 customer requests and provide resolutions
• Service all banking inquiries, including customer, account and ATM/debit card research and maintenance; technical support for electronic services; and fraud research and disputes
• Aid internal and external customers with electronic delivery inquiries and demonstrate research, problem resolution and technical expertise for electronic products and services
• Pursue opportunities to build and deepen consumer and business customer relationships by cross-selling products and services based on current and future financial needs and priorities
• Maintain a discerning ability to strongly authenticate callers over the phone and mitigate risk by recognizing and reacting to covert and overt attempts of illicit activity
• Maintain compliance with applicable federal, state, and local laws and regulations governing Bank activities, as well as knowledge of both front-end and back-office operations
• Cross-train in all basic Customer Care Center procedures and all verbal and written delivery channels, including phone system, chat, email, and ITM
• Adhere to all bank, security, and regulatory policies and procedures, including but not limited to Bank Secrecy Act and currency reporting requirements, and check processing guidelines
• Participate in Bank promotions and community events to increase outreach and foster new business opportunities
• Apply new technology, serve as a subject matter expert on ITMs and stay up to date on process improvements and technology enhancements

• High school diploma or equivalent, along with a minimum of one (1) to three (3) years of banking experience, preferably call center or retail banking
• Strong critical thinking and decision-making skills
• Strong customer service, sales, math, and oral and written communication skills
• Must be able to work in a high-volume setting and demonstrate an ability to quickly learn and adapt to changing systems, applications, policies, and procedures
• Must maintain a professional appearance while communicating effectively through on-screen technology
• Must demonstrate working knowledge of Bank policies, procedures, services, and products
• Must show ability to organize and prioritize several daily responsibilities and meet deadlines
• Must be able to perform a variety of duties without loss of efficiency or composure and work independently and as part of a team
• Must be available to work flexible/extended hours, including Saturdays
• Must be able to receive guidance and supervision; follow work rules and procedures; and meet deadlines, punctuality, and attendance standards
• Must be able to interpret ideas and facts, while also analyzing and interpreting federal and state laws and/or regulations