ITM Specialist - Tupelo

Description Summary

The role of the ITM Specialist is to accurately and efficiently process teller transactions via video through the Interactive Teller Machine (ITM). This includes, but is not limited to, balance inquiries, transfers, deposits, loan payments, account research, and product information. The ITM Specialist is constantly seeking out opportunities to expand our customer’s relationship with HNB through education as well as product and service solutions tailored to each customer’s needs. This role provides customer service and support handling requests of varying degrees of complexity. The ITM Specialist effectively assists customers via CL machines located at multiple locations. This position takes complete ownership of the customers’ needs while modeling the standards and vision to provide our clients and teammates with exceptional products, service, and support and be a leader within the banking industry by building a full-service, first-class, and professional remote banking team.

Duties And Responsibilities

• Absorbs responsibility for the efficient, effective, and accurate performance of teller functions to be processed using the ITM machines.
• Receives deposits, loan payments, disburses withdrawals, processes account transfers, verifies transactions, and resolves discrepancies in a timely manner.
• Presents and explains HNB services and products to customers and assists in meeting their financial needs.
• Answers questions and solves problems for customers by listening, collecting data, securing answers, and reporting results to the inquiring party.
• Performs file maintenance needs such as address changes, unlocking HNB OLB, Debit Card limits, etc.
• Takes complete ownership of every interaction whether it requires a call back or extended research.
• Completes compliance, training, and all other training offered to ITM Specialists.
• Sets up and maintains the ITM system.
• Seeks ways to streamline work processes and continuously improve the ITM experience.
• Represents HNB in a positive and professional manner.
• Maintains customer and other sensitive information with confidentiality.
• Performs other duties as assigned.

Basic Qualifications

• High School Diploma, GED, or equivalent education.
• Strong customer service background.
• Exceptional time management skills.
• Comfortable on camera, maintaining a friendly and professional appearance.
• Professional and courteous verbal and written communication skills.
• Ability to remain calm when difficult situations arise.
• Ability to communicate, verbally, through video.
• Experience communicating via virtual technology (Skype, FaceTime, Video Conf.).
• Willingness to take initiative to achieve team goals and model a good work ethic for others.
• Ability to become a subject matter expert in digital delivery channels and to discuss these channels with internal/external customers.
• Able to use good judgment and discretion when handling confidential account information.
• Ability to effectively handle fluctuating work demands.