ITM and Customer Support Specialist

Provides prompt, tactful, friendly, courteous and efficient customer service in the processing of bank transactions through video transaction, in real-time, via the Interactive Teller Machine (ITM) and enhanced customer support channels. The Customer Support team services customers in a wide manner of support needs which may include ITM transactions, deposit and loan account inquiries, online/mobile banking, new/maintenance accounts, debit cards, BillPay, P2P payments, etc. through many channels including ITM, phone, chat, video, email, co-browse, etc. Responsible for protection of the Bank's assets through adequate security and fraud prevention measures, respecting confidentiality of customers. Must embrace change and new technology in order to stay up-to-date with competitors and industry-wide solutions and standards.

Essential Functions

1. Through video transmission via the Interactive Teller Machine (ITM), processes a variety of financial transactions including, but not limited to, deposits, payments, check cashing and withdrawals. Ensures that proper endorsements and identification are obtained and follows Bank policies and procedures.
2. Able to multi-task and work within multiple software programs concurrently to complete transactions, while communicating with the customer simultaneously.
3. Provides a high level of professional and courteous service while observing due diligence for validity of transactions.
4. Must learn/maintain broad knowledge and understanding of Bank products and services.
5. Supports Bank growth by recognizing opportunities to promote Bank products to meet customer’s needs.
6. Referring customers to suitable departments such loans, Financial Service Group, Merchant Services and Treasury Management.
7. Must have excellent communication skills in a face-to-face customer environment and be comfortable being on camera.
8. Must display excellent phone customer service.
9. Performs end of day balancing according to bank policy. Efforts to locate unresolved errors. Adheres to security, audit, and compliance requirements per policy.
10. Maintains compliance to all government regulations, including Bank Secrecy Act, Regulation E (Electronic Funds), Regulation CC (Funds Availability, CRA and Regulation DD).
11. Assist customers with requests or complaints and complete internal due diligence.
12. Ability to use telephone system and good computer skills including email, internet and intranet use.
13. Ability to problem solve.
14. Maintains a clean working area according to policy. Personal appearance is neat and professional according to policy.
15. Understands the significance, and is proactive in, achieving department and company goals.

Others:

1. Note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.
2. Other duties as required.

• High school, GED or equivalent.
• 2-4 years Customer Service Representative experience in banking or equivalent.
• Familiar in Microsoft Word, Excel and Outlook and/or willingness to learn new technologies.
• Proficient in a team-based environment.
• Self-starter who is highly organized and motivated.
• Excellent oral and written communication skills.
• Strong interpersonal and communication skills.

Wages are commensurate with experience, and a complete benefits package is provided including educational reimbursement with First Citizens paying 100% of tuition for full-time employees; student loan debt repayment; paid time off; 401(k); health, dental, vision insurance; and more. 

This job description does not list all the duties of the job. This job description may be revised at any time. This job description is not to be implied as a contract for employment for any length of time and will not change the employee’s at-will-relationship. Either the employer or the employee may terminate employment at any time. Equal opportunity employer D/V.