Windsor Federal Bank · 1 week ago
ITM Specialist
Windsor, CT
Full-time
Onsite
Entry Level
1+ years expWindsor Federal Bank is seeking an ITM Specialist to enhance customer relationships through exceptional service in banking interactions. The role involves processing transactions via video and ITMs, assisting customers with inquiries, and contributing to a positive banking experience.
Banking
Responsibilities
Facilitates routine transactions using an ITM. Processes allowable financial transactions for customers which may include deposits, withdrawals, loan payments, and cashing checks. Verifies customer deposit requests, including proper payee and endorsement of checks. May provide certain transaction exceptions, within policy or procedural guidelines
Effectively communicates with and assists internal and external customers in a professional, positive, and composed manner while using effective listening abilities to resolve customer inquiries and requests. Provides resolutions and creative solutions to non-traditional banking inquiries
Services all banking inquiry types, including customer accounts and ATM/debit card research and maintenance, navigation and technical support for electronic services, fraud research and disputes
Has extensive knowledge of all products and is proficient in navigating required electronic product delivery systems. Aids internal and external customers with electronic delivery inquiries and demonstrates research, problem resolution and technical expertise for electronic products and services. Assists customers in navigating and troubleshooting our electronic products
Identifies and pursues opportunities to build and deepen consumer and business customer relationships by actively listening and engaging with the customer to cross-sell products and services and understand their current and future financial needs and priorities. Offers needs-based solutions and educates customers on products, promotions, and digital services to assist the customer in reaching their financial goals
Maintains a discerning ability to strongly authenticate callers over the phone and mitigate risk by recognizing and reacting to covert and overt attempts of illicit activity. Makes sound judgements balancing customer service and risk to the Bank and provides first-level approval authority for certain transaction exceptions, within policy or procedural guidelines. Provides service escalation to management, as necessary
Maintains knowledge of and compliance with applicable federal, state, and local laws and regulations governing the activities of the Bank, as well as a well-rounded knowledge of both front end and back-office operations. Understands when to escalate a problem or situation to management or another department/branch. Owns any customer issues from beginning until resolution while making sure to keep customer informed throughout the process
Is cross trained in all basic Customer Care Center procedures and all verbal and written delivery channels, including phone system, chat, email, and ITM
Directs calls to appropriate Bank departments and associates
Adheres to all Bank, security, and regulatory policies and procedures, including but not limited to, Bank Secrecy Act requirements, currency reporting requirements, check processing and funds availability guidelines, and all other position-related regulations, policies, and best practices. Reports any discrepancies to the supervisor. Adheres to all operational policies and procedures
Participates in Bank promotions and community events to increase outreach and foster new business opportunities
Applies new technology, serves as a subject matter expert on ITMs and stays up to date on process improvements and technology enhancements
Performs other related duties as required
Qualification
Required
High school diploma or equivalent is required, along with a minimum of one (1) to three (3) years of banking experience
Strong critical thinking skills – ability to assist others, sound decision making skills
Strong customer service and sales skills, as well as strong written communication skills are required
Proficient verbal and numerical aptitudes are required
Must be able to work in a high-volume setting and must demonstrate an ability to quickly learn and adapt to changing systems, applications, policies, and procedures
Maintains a professional appearance while communicating effectively through on-screen technology
Possesses working knowledge of financial institution policies, procedures, services, and products
Detail oriented and able to assist customers through the ITM process
Ability to prioritize several daily responsibilities; must be highly organized and possess the ability to meet deadlines as required
Ability to perform a variety of duties, often changing from one desk to another of a different nature without loss of efficiency or composure
Ability to work independently and as part of a team, with the ability to easily transition between jobs based on Bank and department needs
Ability to work flexible/extended hours including Saturdays
Ability to receive guidance and supervision, follow work rules and work procedures; meet deadlines, punctuality, and attendance standards
Ability to interpret ideas and facts, while also analyzing and interpreting federal and state laws and/or regulations
Preferred
Call center or retail banking experience is preferred
Benefits
Vacation
Personal days
Paid sick time
Holidays
Participation in a 401(k) plan
Profit sharing
Company
Windsor Federal Bank
Since 1936, Windsor Federal Bank has been building its solid foundation within your communities! We are a full-service community bank able to offer you the latest in banking products and technology to meet all of your banking needs.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
George Hermann
Chief Executive Officer
Luke Kettles
President & CEO
Company data provided by crunchbase