Live Virtual Teller / ITM Specialist Tupelo, MS (onsite position)

About the role

The ITM Specialist processes teller transactions via video through the Interactive Teller Machine (ITM), including balance inquiries, transfers, deposits, loan payments, account research, and product information. This role provides customer service and support for requests of varying complexity, assists customers via CL machines at multiple locations, and seeks opportunities to expand customer relationships through education and tailored product solutions. The ITM Specialist models exceptional service standards and takes ownership of customer needs. This is an on-site position.

Responsibilities

• Perform teller functions accurately and efficiently using ITM machines, including deposits, loan payments, withdrawals, account transfers, and transaction verification.
• Resolve discrepancies and customer inquiries in a timely manner.
• Present and explain HNB services and products to customers, assisting in meeting their financial needs.
• Answer questions, solve problems, and report results to customers.
• Perform file maintenance tasks such as address changes, unlocking HNB Online Banking (OLB), and adjusting debit card limits.
• Take complete ownership of every customer interaction, including callbacks or extended research.
• Complete compliance, training, and other required learning modules.
• Streamline work processes and continuously improve the ITM experience.
• Represent HNB professionally and maintain confidentiality of customer and sensitive information.
• Perform other duties as assigned.

Requirements

• High School Diploma, GED, or equivalent education.
• Strong customer service background.

Preferred Qualifications

• Ability to excel in a fast-paced work environment while maintaining accuracy.
• Exceptional time management skills.
• Comfortable on camera with a friendly and professional appearance.
• Professional and courteous verbal and written communication skills.
• Ability to remain calm during difficult situations.
• Experience communicating via virtual technology (e.g., Skype, FaceTime, video conferencing).
• Willingness to take initiative to achieve team goals and model a strong work ethic.
• Ability to become a subject matter expert in digital delivery channels and discuss them with customers.
• Good judgment and discretion when handling confidential account information.
• Ability to handle fluctuating work demands effectively.

Schedule

This is an on-site, non-exempt position eligible for overtime pay.

Workplace Type

This role is based in an office setting. While certain positions may be eligible for flexible work arrangements, this role requires on-site presence. Huntington’s approach combines in-office and remote work for roles outside the branch network, with opportunities for in-person collaboration as needed.