ITM Personal Banker

Baycoast Bank; Swansea (MA); On-site; USD 37,000 - 45,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision

401(k) with match

Paid time off

Professional development

Educational assistance

Tuition assistance

Pension plan

Career advancement

Job summary

BayCoast Bank in Swansea, MA is seeking an ITM Personal Banker for its Virtual Branch. This full-time role focuses on delivering outstanding service through live video via Interactive Teller Machines, handling transactions, and supporting customers with financial solutions.

You will build relationships, resolve inquiries, and drive opportunities to connect customers with banking products while adhering to security procedures and compliance guidelines.

Qualifications

• Minimum 12 months of sales and/or customer service experience in a retail environment.
• Strong verbal communication and interpersonal skills.
• Comfortable interacting with customers through video technology.
• Ability to multi-task and work within multiple computer systems simultaneously.
• Strong problem-solving skills and attention to detail.
• Knowledge of banking products and services preferred.
• Ability to handle customer complaints and routine problem resolution independently.
• Bilingual: Portuguese/Spanish a plus but not required.

Responsibilities

• Deliver professional, friendly, and efficient service through video interactions.
• Respond to customer inquiries and resolve routine issues.
• Accurately process customer transactions involving cash, checks, deposits, withdrawals, transfers, and loan payments.
• Ensure compliance with customer identification and security procedures.
• Maintain a welcoming and customer-focused experience during every interaction.
• Identify customer financial needs and recommend appropriate products and services.
• Generate referrals to various areas of the Bank and affiliated business partners.
• Participate in relationship development meetings, campaigns, and sales initiatives.
• Utilize Salesforce to document leads, referrals, and opportunities.
• Support the Bank’s commitment to providing financial solutions and personalized service.
• Process account maintenance requests, debit card PIN resets, travel notifications, and credit card payments.
• Complete CTR reporting and other compliance-related documentation when required.

Skills

Verbal communication

Interpersonal skills

Video customer service

Multi-tasking

Problem solving

Attention to detail

Bilingual (Portuguese/Spanish)

Computer systems (multiple)

Relationship building

Tools

Salesforce

Job description

Full Time Customer Service Rep BayCoast Place, Swansea, MA, US

Salary Range: $37,050.00 To $45,000.00 Annually

ITM Personal Banker

ITM Personal Banker (Full-Time)

With over 175 years of service, BayCoast Bank is a trusted community partner across southeastern Massachusetts and Rhode Island, with more than 25 branches. We are committed to delivering innovative banking solutions while maintaining a strong focus on community and customer relationships.
At BayCoast, we believe exceptional service starts with our people. Our core values—take pride in what we do, believe that what we do is important, care about people, and maintain a positive attitude—guide everything we do.

Position Overview

The ITM Personal Banker is the face of BayCoast Bank’s Virtual Branch, delivering exceptional customer service through live video interactions conducted via Interactive Teller Machines (ITMs). This role combines customer service, relationship development, and banking operations to support customers with transactions, account servicing, and financial solutions.

Working under the direction of the ITM Officer, ITM Assistant Manager, and ITM Supervisor, you will build customer relationships, resolve inquiries, process transactions, and identify opportunities to connect customers with products and services that help them achieve their financial goals.

Empower Your Career with BayCoast Bank

Key Responsibilities

Customer Experience & Service

• Deliver professional, friendly, and efficient service through video interactions
• Respond to customer inquiries and resolve routine issues
• Accurately process customer transactions involving cash, checks, deposits, withdrawals, transfers, and loan payments
• Ensure compliance with customer identification and security procedures
• Maintain a welcoming and customer-focused experience during every interaction

Business Growth Initiatives & Relationship Building

• Identify customer financial needs and recommend appropriate products and services
• Generate referrals to various areas of the Bank and affiliated business partners
• Participate in relationship development meetings, campaigns, and sales initiatives
• Utilize Salesforce to document leads, referrals, and opportunities
• Support the Bank’s commitment to providing financial solutions and personalized service

Banking Operations

• Process and balance daily teller transactions while maintaining accuracy standards
• Monitor ATM and ITM cash levels and coordinate service requests as needed
• Balance ATM and ITM cashboxes and complete daily machine reconciliations
• Process account maintenance requests, debit card PIN resets, travel notifications, and credit card payments
• Complete CTR reporting and other compliance-related documentation when required
• Respond to customer issues and make sound decisions that minimize risk to the customer and the Bank
• Maintain accurate records, logs, and transaction documentation
• Participate in required training programs, meetings, campaigns, and contests
• Support branch operations by performing Customer Service Associate duties when needed
• Collaborate with team members to ensure excellent customer service and operational efficiency
• Contribute to a positive team environment and support community involvement initiatives

Qualifications

• Minimum 12 months of sales and/or customer service experience in a retail environment
• Strong verbal communication and interpersonal skills
• Comfortable interacting with customers through video technology
• Ability to multi-task and work within multiple computer systems simultaneously
• Strong problem-solving skills and attention to detail
• Knowledge of banking products and services preferred
• Ability to handle customer complaints and routine problem resolution independently
• Bilingual: Portuguese/Spanish a plus but not required
• Ability to sit for extended periods and work on a computer throughout the day
• 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.).
• Ability to lift and carry up to 50 lbs., including coin bags
• Flexibility to work extended hours, evenings, and weekends as needed
• Ability to attend remote meetings and travel when required
• Comfortable working in a fast-paced, technology-driven virtual banking environment
• Commitment to maintaining confidentiality and safeguarding customer information

Employee Benefits

• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Professional development opportunities
• Educational assistance
• Tuition assistance
• Defined Benefit Pension Plan
• Employee banking perks
• Career advancement opportunities

Our Mission

To provide exceptional service and solutions for our community.