ITM Specialist PT

PRIMARY PURPOSE OF JOB

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. 

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members exhibit Southern Bank’s values, which can be remembered with the acronym FIRSTS. We teach our team members about our “values in action,” which give further examples of how we can live out Southern Bank’s values.
  • We act as a FAMILY – We know we’re not a related family, but we really care about people, both personally and professionally. We like knowing that our skills, our time, and our efforts contribute to the overall success of those we spend time with every day.
  • We move with INNOVIATION – We push for better ways to solve problems. We are not afraid of a challenge; we’re driven to develop new ideas and solutions using creativity and experience. We are committed to leading, devising new solutions for all kinds of obstacles.
  • We are ROOTED – We’re from here. These communities are our homes, and we are deeply invested in making our hometowns the best that they can be. We are firmly committed to success in the places where we’ve known people our whole lives.
  • We prioritize SERVICE – We put others above ourselves. We make intentional decisions and take action to benefit others, be it in our daily work with our customers and fellow team members, or in volunteering our time, money, and energy in our communities.
  • We build TRUST – We strive to be reliable and trustworthy, honest and transparent. We are dedicated to doing what’s best for our team members, our customers, and our communities, and they can be confident that we are who we say we are.
  • We are a source of STRENGTH – We have a capacity and resilience that has come through years of experience and growth. We are able to support those who count on us, and those who need us can rely on us.
• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS          

• 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;
• Assist 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; and,
• Completes and performs any other duties assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• 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; and,
• Strong organizational skills.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent;
• Or Participate in a high school work-study program that allows for part time hours to be worked; and,
• 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.