What are the responsibilities and job description for the ITM Agent position at BankPlus?
At BankPlus, we strive to add value for our employees, customers and shareholders. We are a high-performing TEAM committed to fulfilling promises, building lasting relationships, and making dreams come true.
All current employees must have a performance rating of Outstanding or High-Performing to be eligible to post for a position.
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
BankPlus is an Equal Opportunity Employer and does not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.