I-Teller - Operations Center

General Description of Position 

Tellers are the face of the Bank. They are responsible for processing transactions while providing excellent customer service and building relationships with customers. This holds true whether the customer is iin front of your counter or on a screen from a remote location.

Essential Duties and Responsibilities 

Process teller transactions using an Interactive Teller Machine (ITM) within bank policies and procedures in a professional, courteous, efficient, prompt manner. Follows regulatory procedures regarding Funds Availability Holds and BSA CTRs. Examine checks for proper endorsements; verify legality of documents; identify customers and ensure proper account authority for persons completing transactions. Record all transactions promptly, accurately, and in compliance with Bank procedures. Multitasks by working with multiple software programs concurrently to complete an ITM transaction while communicating with a customer. Take service requests for address changes, debit cards, online banking, issuing temporary checks, and check ordering. Resolve customer issues and transaction discrepancies. Answer inquiries regarding interest rates, accounts, and products and services. Build relationships with customers and non-customers and offer products and services best suited for their needs. Make appropriate referrals to other departments such as new accounts, treasury management, lending, mortgage, trust, and financial services. Participate in activities for generating new business and/or saving on operational costs including calling customers and attending/working special events. Performs ITM end-of-day balancing per procedures. Adheres to security, audit, and compliance requirements in accordance with bank policies and procedures. Demonstrates consistent ITM script usage, while maintaining excellent customer service standards. Clearly communicates the proper use of the ITM, handling customer's objections and anxiety to new technology. Promotes benefits of the technology and ensures a positive experience. Troubleshoots routine issues for transactions, as well as the ITM machine and TellerPrompter, for uninterrupted service. Follows procedures related to notifications and escalations. Follow procedures for marking accounts for returned mail, closed accounts, and deceased customers. For closed accounts, this includes hot carding the debit cards. For deceased customers, also assist in reclamation of benefits for SSA, SSI, pensions, etc. Perform verifications for acuity, SSA, account confirmations, and others.

Education and Experience 

Mental alertness and adaptability to office and field area work routines. Equivalent to four years high school or GED, with particular emphasis during high school in office skills, shop skills, or others.

Experience
0 to 6 months related experience and/or training.