ITM Teller

General Summary

The ITM Virtual Teller is responsible for the day-to-day operations of the ITM (Interactive Teller Machine) while bridging the gap between traditional teller services and digital banking, providing a convenient and efficient way for customers to interact with the bank.  They will accurately and efficiently process a variety of customer inquiries, financial transactions and service requests while balancing transactions and completing necessary reports.  Virtual Tellers will be committed to delivering a superior customer experience to increase customer loyalty and enhance the bank’s reputation.

Essential Functions

• Uses a video interface to connect with customers and assist them with financial transactions including deposits, withdrawals, check cashing, loan payments and answering account-related questions.
• Maintains a professional image, exhibits effective communication skills and possesses a friendly and positive attitude to ensure an exceptional customer experience.
• Proactively builds rapport and connects with customers through genuine conversation to help establish, retain and enhance customer relationships
• Maintains up to date knowledge and adheres to all regulations, policies, procedures and standards that pertain to this position
• Makes sound business judgements by identifying, assessing, controlling and escalating any issue that could cause an adverse impact to the company and our customers.
• Helps resolve customer complaints and concerns and escalates issues to the next level of authority when needed.
• Supports the branch, other branches and the company as a whole when needed with operational duties
• Performs other duties, projects or tasks as assigned.

Required Knowledge, Skills, and Abilities

To perform the job successfully, an individual should demonstrate the following competencies, skills, and personal characteristics:

• Comfortability in utilizing new technology, interacting with customers and being “on stage” for an extensive period of time
• Strong communication and customer service skills
• Must have reliable attendance

• Ability and desire to learn new areas and skills

• Ability to manage difficult or emotional customer situations
• Ability to work quickly and accurately under pressure
• Sound and accurate judgment
• Ability to follow policies and procedures

Other Qualifications

This individual must be willing to be flexible and work where assigned when needed.  The employee must be available to regularly work early and occasionally work late and may be asked to work non-branch hours, including Saturdays.

Education and Experience

• High School Diploma/GED

• Customer Service Experience

Working Conditions

• Must accomplish the responsibilities described through the use of computers and technology
• Must arrive ready to work in a presentable, professional manner, including appropriate dress attire and acceptable hygiene standards.
• Must be able to speak English and communicate with a diverse customer base
• May be required to either sit or stand for long periods of time
• Must be able to work in a changing, challenging and fast paced work environment
• Specific vision abilities include close vision, distance vision, and the ability to adjust focus
• Requires corrected hearing in normal range of effective communication
• Exposure to a potentially hazardous condition – robbery.  Receives detailed instructions and procedures to be followed to minimize the risk

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

This job description is not an inclusive list of all duties and responsibilities of the position. Individual is to perform any other job-related duties requested by any person authorized to give instructions or assignments. Classic Bank reserves the right to amend and change responsibilities to meet business and organizational needs.