ITM Specialist

Being a Country Bank Team Member Has a Lot Of Perks! As a Part-time Employee, Your Competitive Total Compensation And Comprehensive Benefit Package Includes

Educational assistance and tuition reimbursement benefits, Generous paid time off, Paid sick time and paid medical leave benefits, A 401(k) Plan with a 3% employer contribution and 4% match, Eligibility for annual incentive award, Discount programs (Verizon, Home & Auto insurance, and more!), Pet Insurance, Wellness program (Walking & Reading Challenges) Team Events, Flexible scheduling around your availability, Paid onboarding training time, and more!

Country Bank is a growing mutual community bank with locations in Hampden, Hampshire and Worcester counties. We’re focused on Making a Difference in the lives of our customers, our communities, and for our team members every day since 1850. It is our people that drive our success and create our inclusive and engaging culture. We’re excited to meet you to discuss our career opportunities and how you can make a difference as a part of our growing Call Center team!

About The Job

We're excited to announce an opportunity for the position of iTM Specialist! Under the supervision of the Customer Care Center Officer, this position plays an integral role in ensuring that an exceptional customer experience is achieved in each video banking interaction through Interactive Teller Machines. The individual in this role demonstrates a professional, friendly video-based service interaction to conduct banking transactions through the ITM, as well as answering banking questions to fulfill the customer’s banking needs.

The hiring range for this position is

$18.00 to $21.00 hourly.

This position is

Part Time, 20 hours weekly.

Essential Duties And Responsibilities (Other Duties May Be Assigned)

Responsible for handling a variety of customer needs via video-assist through our ITM’s. These needs include but are not limited to processing customary teller transactions, answering questions about products and services, resolving customer issues or concerns, and providing technical troubleshooting and education on the ITM technology. Owns the fulfillment of any customer needs from intake until resolution, while making sure to keep customer informed throughout the process. Demonstrates exceptional communication and presentation skills to assist customers in a professional, positive and composed manner. Makes sound judgements regarding customer service and risk to the Bank, and provides first-level approval authority for certain transaction exceptions, within policy or procedural guidelines. Provides service escalation to management or other departments, as necessary. Maintains a strong working knowledge of all bank products, services, procedures, and fees, in order to assist in answering customer questions and fulfilling stated and unstated needs. Handles written correspondence to and from customers via Bank by Mail, Customer Contact forms, on-line messaging etc. Additionally, handles such tasks as voicemail/customer call backs, return mail etc. Responds in a timely manner with accuracy and maintains established department service levels. Proactively recognizes and recommends process improvements within the interactive teller channels, while observing and reporting breaks in procedures and processes to business partners. Serves as a Subject Matter Expert on Interactive Teller Machines and stays abreast of ITM enhancements including procedures. Models and promotes the Country Bank Experience for all staff. Participates in and facilitates role-play and skill building exercises, both independently and with the Customer Care Center team, to increase comfortability and improve technique in engaging the customer and identifying potential roadblocks to an outstanding customer experience. Adheres to Bank policies and procedures, service standards and government regulations pertinent to this role’s responsibilities. Ability to work a flexible schedule, including Saturdays. Responsible for building long-lasting relationships with customers, community and colleagues through the embodiment of our Core Values: Integrity, Service, Teamwork, Excellence and Prosperity. Other job duties, as assigned.

Knowledge And Skills

It is required that the employee in this position can work independently and as part of a team, with the ability to easily transition between jobs based on Bank and department need. This employee should be able to interpret ideas and facts, while also analyzing and interpreting federal and state laws and/or regulations. Strong customer service and sales skills, as well as strong written communication skills are required in this position. Exceptional verbal and numerical aptitudes are required. Must be able to work in a high-volume setting and must demonstrate an ability to quickly learn and adapt to changing systems, applications, policies and procedures.

This position requires intermediate knowledge of the Microsoft Office Suite, including Excel, Outlook, PowerPoint and Word. Working knowledge of the Finastra core platform is preferred.

Education And Work Experience

A High School diploma or equivalent is required, along with a minimum of one year of banking experience. Call Center experience is preferred.

Working Conditions/Physical Requirements

This position is in an office environment, which means the physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards, with a moderate level of noise. Prolonged periods of sitting and looking at a computer screen with freedom of movement on a regular basis is expected. Minimal physical effort is required but could include: repetitive motion of wrists and fingers; talking and hearing; and handling of light materials and supplies. This position may require some travel between offices. #J-18808-Ljbffr