Interactive Teller II

US-IL-Lombard
Category
Retail - Teller Line
Type
Regular Full-Time

Responsibilities

Summary: Interactive Tellers act as the Bank’s personal representative with customers by building strong relationships between the customer and the Bank. They enhance the customer’s experience by providing exceptional, professional, and consistent service using the Interactive Teller video system. Tellers in the Interactive Teller Center support and demonstrate exceptional customer service standards, are professional and friendly at all times, and are willing to work flexible work shifts to accommodate the extended operating hours and business needs of the Interactive Teller Center.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions.

  • Serves the customer in a professional, courteous, efficient manner through prompt handling of all teller functions. Demonstrates exceptional customer service standards with both internal and external customers.
  • Answers questions from prospects or customers and maintains excellent customer relations; directs customers to proper employees for answers to more complex problems and inquiries.
  • Works independently and utilizes effective problem solving skills to resolve issues; effectively uses position authority and knowledge of operating and security procedures in order to make on-the-spot decisions including exceptions, adjustments, and overrides.
  • Resolves complex and non-routine inquiries concerning bank policy and operating procedures; researches and solves customer’s problems as time permits, referring more difficult situations to the branch staff or appropriate department.
  • Processes detailed and/or complex deposit, IRA, and loan/lease payments including ability to correct transactions.
  • Utilizes the Bank’s software programs, intranet systems and website in order to facilitate customers’ transactions.
  • Multitasks by working with multiple software programs concurrently to complete a transaction, while communicating with a customer.
  • Actively seeks cross-selling opportunities, selling new or additional products or services that meet customers’ needs, and makes appropriate referrals to other bank areas.
  • Follows up on opportunities and inquiries from customers to further encourage a complete financial relationship.
  • Remains up to date and educated on products, services, marketing promotions, policies and procedures.
  • Meets or exceeds minimum personal referral goals and contributes to Interactive Teller Center goals.
  • Performs end of day balancing according to procedures. Adheres to security, audit, and compliance requirements.
  • Communicates customer comments, issues and requests to the appropriate branch/department.
  • Clearly communicates the proper use of interactive kiosk, handling customer’s objections and anxiety to new technology. Promotes benefits of the technology and ensures a positive experience.
  • Required to lift/transport items, including but not limited to ATM cassettes and depositer.
  • All other reasonable duties as assigned.

Additional Duties for Interactive Teller II:

  • Acts as a mentor/trainer to new Interactive Tellers.
  • Reviews and approves transactions requiring override authority. Adheres to all bank guidelines concerning overrides and identifies red flags.
  • Processes mobile deposits through EZ Admin/Ensenta. Reviews customer transactions, approves or returns checks, and works with customers to resolve rejected transactions. Completes mobile banking activity reporting. May assist with the installation and testing of new Interactive Teller machines and machine or system upgrades.

Qualifications

Required Education and Experience:

  • Strong computer skills;
  • Minimum of 1 year experience in customer service;
  • Must have excellent communication skills that transcend a video/electronic face to face customer environment. Must be comfortable with being on camera, as customers will see the Interactive Teller via video transmission from the Interactive Teller Machine to the Interactive Teller computer desktop;
  • Ability to multitask: Interactive Teller staff will be required to use 2-3 software programs concurrently to complete a transaction;

 

Preferred Education and Experience:

  • High school diploma or equivalent
  • Trained in Microsoft Office Suite;
  • Working knowledge of bank products and services;
  • Previous teller experience.

Additional Required Education and Experience for Interactive Teller II:

  • 2 years of Interactive Teller or equivalent Senior Teller experience.

 

Requirements for performing Essential Functions:

On the job, the employee may physically be required to bend, sit, push/pull, use finger movements, handle objects (manual dexterity), reach above shoulder level, and carry/lift loads up to 35 lbs. The company requires the use of assistive devices or team lifting to help move or lift objects over 35 lbs. On the job the employee must mentally be able to read/comprehend, write, perform calculations, communicate orally, reason, and analyze.

 

West Suburban Bank is an Equal Opportunity Employer. Minority/Female/Disabled/Veteran.

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