ITM Agent - Ridgeland, MS

Colonial Group; Ridgeland (MS); On-site; USD 32,000 - 42,000; Full time

Job summary

Colonial Group in Ridgeland, MS is seeking an ITM Agent to assist customers with account transactions and requests received via the Interactive Teller Machine. You will deliver friendly, professional service and handle inquiries related to BankPlus products and branch information.

The role requires a Bachelor’s degree or related experience, excellent time management, and comfort with new technologies. You’ll greet customers, process transactions accurately, and work with team members to maintain

Qualifications

• Bachelor’s Degree or one year of related experience in a call center, retail, public relations, or communications.
• Excellent time management and organization skills.
• Flexibility with shifts and emerging technologies.
• Strong verbal and written communication skills.

Responsibilities

• Provide the best possible service to all customers and ensure team members uphold the best customer service.
• Greet customers with a friendly and confident demeanor.
• Speak clearly during interactions, show enthusiasm and maintain a professional appearance.
• Sell and cross-sell Bank products to new and existing customers by assessing needs.
• Processes transactions via teller machine accurately and efficiently in accordance with policies.
• Verifies transactions and resolves discrepancies.
• Balances daily transactions and verifies cash totals; investigates out-of-balance conditions.
• Provides information on BankPlus products and services, branch information, location, hours.
• Maintains knowledge of Bank products, policies, procedures and regulatory issues; completes compliance training.
• Backs up Customer Service Center queue as needed.
• Attends and participates in team meetings with positive attitude.
• Performs other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Time management

Microsoft Office

Multitasking

Education

Bachelor’s Degree

Tools

Microsoft Office

Job description

General Position Scope:

Responsibilities focus on assisting customers with account transactions and requests received via the Interactive Teller Machine (ITM). The ITM Agent is responsible for providing excellent customer service to customers.

Duties and Responsibilities:

• Provide the best possible service to all customers and ensure team members uphold the best customer service. Greet customers with a friendly and confident demeanor. Speak clearly during interactions, show enthusiasm and maintain a professional appearance.
• Maintains professional appearance, patience, and empathy.
• Sell and cross-sells Bank products to new and existing customers by assessing the customer’s needs and being knowledgeable of the features and benefits of the products.
• Processes transactions via teller machine accurately and efficiently in accordance with established policies and procedures.
• Verifies transactions and resolves discrepancies.
• Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions.
• Provides information and assistance on all BankPlus products and services, including fee schedule, CallPlus, e-BankPlus, CheckCards, branch information, i.e. location, hours.
• Maintains a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Completes required compliance training and adheres to the Bank’s standard of conduct.
• Provides information on advertised promotions and sponsorships bank wide.
• Backs up Customer Service Center queue as needed.
• Attends and participates in team meetings with positive attitude and open mind.
• Participates in the bank’s High-Performance Rewards Connections program.
• Makes referrals to the Mortgage Center and Wealth Management.
• Performs other duties as assigned.

Position Requirements:

• Bachelor’s Degree or
• One year of similar or related experience in a call center, retail, public relations, or communications
• Excellent time management and organization skills
• Must be flexible with shifts and comfortable with emerging technologies
• Direct dealings primarily with internal and external customers, as needed
• General computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook
• Excellent verbal and written communication skills
• Extensive reading and computer usage, as needed
• Work outside of regular business hours, as deemed necessary
• Ability to make difficult decisions and handle multiple tasks with daily deadlines