ITM Specialist

Choiceone-Bank; Montrose (MI); On-site; USD 25,000 - 33,000; Full time

Job summary

ChoiceOne Bank seeks an ITM Specialist to handle transactions via the Interactive Video Teller Machine and deliver superior service in a professional setting. You will greet clients, understand their objectives, and process transactions accurately while maintaining product knowledge and following bank procedures.

The role emphasizes teamwork, timely service, and adherence to regulations, with opportunities to cross-sell ChoiceOne products.

Qualifications

• Strong communication and listening skills for customer interactions.
• Ability to analyze problems and propose solutions quickly.
• Commitment to quality service and financial discipline.
• Ethical conduct and integrity in handling transactions.

Responsibilities

• Assist customers via Interactive Video Teller Machine (ITM).
• Process financial transactions accurately and efficiently.
• Greet clients warmly and understand objectives through questions.
• Maintain product knowledge and refer ChoiceOne products when appropriate.
• Follow bank policies, audits, and regulatory requirements.
• Support teamwork and department meetings; ensure customer satisfaction.

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