Virtual ITM Personal Banker - Video Teller Specialist

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

Benefits offered by this job

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

Job summary

BayCoast Bank in Swansea, MA is seeking an ITM Personal Banker to deliver exceptional service via Interactive Teller Machines, balance cash, and assist customers with transactions and financial solutions. You will build relationships, identify needs, and refer customers to the right banking products while working in a fast-paced, tech-driven virtual banking environment.

The role emphasizes customer-focused service, accuracy in transactions, and adherence to security procedures, with

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.

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 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.

Skills

Sales & Customer Service

Verbal Communication

Video Banking

Multi-tasking

Problem Solving

Banking Products Knowledge

Customer Complaints Handling

Bilingual (Portuguese/Spanish)

Salesforce

Tools

Salesforce

Job description

BayCoast Bank in Swansea, MA is seeking an ITM Personal Banker to deliver exceptional service via Interactive Teller Machines, balance cash, and assist customers with transactions and financial solutions. You will build relationships, identify needs, and refer customers to the right banking products while working in a fast-paced, tech-driven virtual banking environment.

The role emphasizes customer-focused service, accuracy in transactions, and adherence to security procedures, with