ITM Specialist

Choiceone-Bank; Grand Blanc (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

ChoiceOne Bank in Grand Blanc, MI seeks an ITM Specialist to manage all phases of financial transactions through the Interactive Video Teller Machine channel while delivering superior service and accurate, efficient support.

You will assist customers at the ITM, maintain product knowledge, greet clients warmly, ask questions to understand objectives, process transactions precisely, follow bank controls and procedures, collaborate with teammates, and help promote ChoiceOne products.

Qualifications

• High School Diploma or GED required.
• At least 1 year of call center banking or financial services experience preferred.
• Bilingual preferred.

Responsibilities

• Assist customers via Interactive Video Teller Machine and provide friendly, helpful service.
• Prepare for daily interactions with a professional mindset and organized workstation.
• Maintain knowledge of bank products, services, and processes.
• Greet clients with a warm tone and listen to understand their objectives.
• Process transactions accurately and efficiently while adhering to controls and procedures.
• Follow up to ensure customer satisfaction and collaborate with team members.

Skills

Communication

Problem Solving

Customer Service

Ethics

Interpersonal Skills

Reliability

Education

High School Diploma or GED

Job description

Corporate Values & Mission“Provide superior service, quality advice and show our utmost respect to everyone we meet.”General SummaryThe primary responsibility of an ITM Specialist is to handle all phases of financial transactions through the Interactive Video Teller Machine channel while consistently providing a superior service experience to customers.Reports To: ITM Center ManagerEssential Duties and ResponsibilitiesAssist customers over an Interactive Video Teller Machine.Provide friendly, helpful service that promotes financial discipline by:Preparing for daily interactions with a professional mindset and an organized workstation.Maintaining knowledge of the bank’s products, services, and processes.Proactively greeting clients with a smile and warm tone.Understanding the client’s objectives by asking appropriate questions and listening to the client’s responses.Processing the transaction accurately and efficiently.Following up with the clients to ensure satisfaction.Proactively displaying teamwork and respect for other team members.Follow all bank control, process, procedure, policy and audit requirements regarding both customer transactions and branch/ITM Center Operations.Work within service standards for ITM transactions including meeting transaction time goals and service standardsMaintain, cross-sell, and refer all ChoiceOne productsAttends department meetings as scheduled.Additional responsibilities as assigned.Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.Be familiar with and comply with all federal and state banking regulations as applicable.CompetenciesCommunication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data accurately; able to read and interpret written information.Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.Reliability – is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time; able to provide flexibility and adapt to changing schedules; follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.Physical Demands and Work EnvironmentAbility to work in an office environment which may include many hours of computer and telephone usage. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodations.QualificationsTo perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.Experience and/or EducationHigh School Diploma or GEDMinimum of one (1) year of Call Center experience in banking, financial services, or goal-driven retail sales preferredBilingual preferred