FCBank, ITM Agent

About the role

An ITM Agent is responsible for providing exceptional customer service and support to clients through ITMs, contact center emails, and online/mobile banking messages for CNB’s Family of Banks. This includes assisting with transactions, troubleshooting issues, and answering inquiries.

Key Responsibilities

• Provide prompt and courteous assistance to clients, addressing their inquiries and resolving issues related to banking services.
• Accurately assist clients with various transactions, including deposits, withdrawals, and account inquiries, ensuring accuracy and efficiency through an ITM, contact center emails, and online/mobile messages.
• Diagnose and provide support in solving technical problems clients may encounter with ITMs, email, or online/mobile banking platforms.
• Maintain performance metrics within established guidelines to ensure service quality and operational efficiency.
• Adhere to all bank policies and procedures and ensure the adherence of bank policies and procedures.

Attitudes

• Builds Positive Relationships With Internal And External Clients By Valuing Other's Feelings And Rights In Both Words And Actions, And Embracing Other's Unique Beliefs, Backgrounds, And Perspectives By Demonstrating Respect.
• Demonstrates Client Focus: Actively understand client needs and deliver prompt, thoughtful solutions that enhance their overall experience.
• Treats every coworker and client with fairness and empathy, ensuring each person feels heard, respected, and welcomed.

Behaviors

• Demonstrates Strong Business Ethics And Honest Behaviors And The Ability To Positively Influence And Work With Others To Achieve Excellent Results.
• Takes initiative, supports teammates, and consistently models the professionalism and service standards that create an exceptional client experience.
• Be honest, dependable, and transparent in every interaction, ensuring clients can trust the support and information I provide.
• Works closely with teammates, sharing information openly, and supporting collective problem-solving to ensure clients receive the best possible service.
• Engages in community initiatives and encourages others to make a positive impact beyond our daily work.

Competencies

• Reflects Skill, Good Judgement, Positive Conduct, And Personal Responsibility For Assigned Areas.
• Seeks To Implement And Leverage Services And Technologies That Create Efficiencies.
• Takes ownership of actions, follows through on commitments, and ensures every client receives accurate, dependable support.
• Embraces new ideas, adapts quickly to change, and finds creative ways to enhance the client experience.
• Communicates respectfully, maintains composure in all situations, and consistently delivers reliable, high-quality support to every client.

Position Level Expectations

• ITM Agent I: Provides exceptional personalized service to clients by means of ITMs, email, and online/mobile banking messages. Successfully addresses all service or transaction needs and refer banking products and services as appropriate.
• ITM Agent II: Consistently demonstrates Level I responsibilities. Consistently demonstrates “good” and/or “very good” on performance appraisal ratings. Successfully masters personalized service to clients by means of interactive ITMs, email, online/mobile banking messages, and all other relevant banking systems, with little to no assistance. Supports ITM Agent I coworkers with on-demand, real-time support post-training and ongoing expertise, daily, in the absence of a Senior ITM Agent or the ITM Manager. Is a strong source of knowledge on all divisional products and services. Consistent in attendance and punctuality, according to the monthly ITM schedule.
• Senior ITM Agent: Consistently demonstrates Level I and II responsibilities. Takes the lead and manages more complex client interactions, e.g., fraud cases and escalated client interactions. Consistently demonstrate being solutions-oriented and all ten Core Values daily. Is a strong source of knowledge for ongoing changes to policies & procedures.

Qualifications, Education, & Experience

• A high school diploma or general education degree (GED) is required, with related ITM and contact center experience.
• A background screening will be conducted.
• Language skills: Ability to read, comprehend, and interpret documents. Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization. Ability to communicate with clients directly and effectively.
• Technology skills: Ability to utilize telephone systems and possess good digital literacy including email, internet and intranet use. Prior experience or the ability to learn core transaction system, including eBanking, ITM software/hardware, contact center chat/email technology, debit card system, statement processing system, and any other computer programs pertinent to performing job duties.
• MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Reasoning ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to solve challenging problems involving several variables in a standardized situation.
• Physical demands and work environment: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. This position operates in a professional office environment with considerable time spent at a desk using office equipment such as computers, phones, and printers. Noise level is moderate with constant communication and interactions with others.

Benefits

• Medical, Dental, Vision & Life Insurance
• 401K with company match
• Paid Time Off & Recognized Holidays
• Leave policies
• Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
• Employee Assistance Program
• Employee Health & Wellness Program
• Special Loan and Deposit Rates
• Gradifi Student Loan Paydown Plan
• Rewards & Recognition Programs

Disclaimer

This job description is not an exclusive list of responsibilities and duties. They may change at any time without notice.