ITM Specialist PT

About the role

Provides quality service, processes customer transactions and sells appropriate products via the Interactive Teller Machine to bank customers in an efficient and professional manner. Researches and resolves customer requests and answers customer inquiries with regard to account maintenance, balance transfers, stop payments, statement requests, etc.

Southern Bank team members exhibit Southern Bank’s values, which can be remembered with the acronym FIRSTS. We act as a FAMILY – we care about people personally and professionally, knowing our skills and efforts contribute to the success of those we work with. We move with INNOVIATION – we push for better solutions, embrace challenges, and develop new ideas. We are ROOTED – we are invested in our hometowns and committed to their success. We prioritize SERVICE – we put others above ourselves, making intentional decisions to benefit customers, teammates, and the community. We build TRUST – we are reliable, honest, transparent, and dedicated to doing what’s best for all stakeholders. We are a source of STRENGTH – we rely on experience and resilience to support those who count on us.

Responsibilities

• Receives and fields incoming customer service calls
• Processes transactions including deposits, withdrawals, transfers, loan payments, and account inquiries
• Ensures all transactions are handled in compliance with bank policies, regulatory requirements and security procedures
• Promotes strong and lasting customer relationships in an efficient and highly professional manner
• Achieves a high level of success by understanding customer needs and identifying opportunities to grow the bank
• Assists in resolving difficult customer situations effectively, while delivering friendly customer service and ensuring the highest level of customer satisfaction
• Identifies and refers customers as well as potential customers to the appropriate personnel as needed
• Maintains trustworthiness, character, professionalism, confidentiality and honesty in dealing with internal or external customers
• Responsible for thorough knowledge of all bank products offered
• Responsible for knowledge and expertise in utilizing technology and numerous software packages used by the bank
• Accurately completes necessary steps, paperwork and procedures within established guidelines to complete customer’s requests for various services and products
• Completes and performs any other duties assigned

Qualifications

• Ability to use/learn current technology and software applications related to position
• Must have solid customer service and problem resolution skills
• Requires good follow through
• Excellent interpersonal, verbal and written skills required
• Strong organizational skills

Requirements

• High school diploma or equivalent
• Or participate in a high school work‑study program that allows for part‑time hours
• Up to one year related experience in retail customer service, banking or call center is beneficial, but not required

Core Competencies

• Exhibits Southern Bank’s values, as further described through our values in action
• Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
• Applied Learning: Assimilating and applying new job‑related information in a timely manner
• Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time