Interactive Teller

POSITION SUMMARY

The Interactive Teller engages customers via the Interactive Teller Machines (ITMs) by displaying extraordinary presentation and communication skills. This includes handling requests for balance information, transfers, loan payments, account research, product information, and customer service on deposit and loan accounts. Interactive Tellers provide service and support for customers handling routine requests, as well as those that may require extensive research and use of problem-solving skills to identify and resolve issues.

The Interactive Teller is a leader in sales referrals, product knowledge and solutions and is able to identify opportunities to expand our customer’s relationship with the Bank. An Interactive Teller must excel in a fast-paced environment with exceptional time management skills, balancing customer interaction via ITMs located at multiple locations. This position takes complete ownership of the customer’s needs while meeting the Bank’s performance standards. This role is highly visible in the Bank and requires a high level of professionalism and self-awareness.

JOB REQUIREMENTS

• High school diploma or equivalent required
• Ability to work flexible shifts to accommodate the extended operating hours of 6:45am to 7:15pm, Monday through Saturday required
• At least six months of customer service, banking or retail experience preferred

COMPETENCIES

• Possess superior presentation and interaction skills with the ability to perform on camera in a consistently professional manner
• Ability to make quick decisions independently and to work autonomously.
• Ability to efficiently and independently work a video teller station
• Ability to listen and identify the needs and wants of a customer
• Knowledge of various functions of the bank and where to find information as needed
• Ability to multi-task and often change focus at hand quickly without getting stressed or overwhelmed
• Ability to be self-motivated and self-sufficient with minimal management oversight or supervision
• Possess strong attention to detail
• Ability to read and comprehend documents such as policies and procedures
• Possess proficient computer skills and be familiar with most Microsoft Office applications
• Ability to take Initiative and be self-driven and results-oriented

DUTIES AND RESPONSIBILITIES

• Successfully complete all training programs required for the Interactive Teller position including ITM software/system training, Horizon Teller training, teller transactions, customer service standards, procedures, and other applicable systems training
• Possess superior knowledge of Bank products and services, delivering professional presentation, explanation and selling of products and services, matched to customer needs
• Effectively and efficiently assist all customers with any banking need, including transactions, account advice, referrals, and product recommendations
• Identify opportunities to refer customers to other areas of the Bank, including Commercial, Mortgage, and Investment divisions as appropriate
• Continuously identify/execute any cross-selling opportunities for the customer while maintaining a strong, working knowledge of all bank products and services
• Conduct customer and bank transactions with accuracy, efficiency and professionalism, meeting the high-quality service delivery standards of the Bank
• Manage and achieve service standard goals, referral goals, transactional goals, and other key performance indicators as required
• Protect all customers and bank information at all times, adhering to customer privacy and information security policies
• Regularly update the Customer Experience Channel Manager on any customer issues, operational issues or compliance issues
• Effectively manage the operations of the ITMs by managing cash levels and overall maintenance of each terminal
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements
• Actively support the ongoing development of a culturally diverse workforce
• Complete other duties as assigned as determined by management to be reasonable and beneficial

PHYSICAL REQUIREMENTS

This position operates in a professional office environment. You will be stationary at a workstation, frequently operating a computer. While performing the duties of this job, the employee is regularly required to communicate effectively with customers via video. Regular use of email and a chat function for communication is essential in communicating with employees and managers. Must be able to accurately gather and process verbal and written information and properly inspect documents via video. Good manual dexterity is needed for the frequent use of a computer terminal.