Lead ITM Specialist | Montrose

Description

Corporate Values & Mission

“Provide superior service, quality advice and show our utmost respect to everyone we meet.”

General Summary

The ITM Specialist Lead handles all phases of financial transactions through the Interactive Video Teller Machine Channel while consistently providing superior service customers.  They support all ITM center staff with transaction overrides, cash servicing and technical support to trouble shoot issues in partnership with internal departments and key vendors. 

Reports To:  ITM Center Manager

Essential Duties and Responsibilities 

· Go-to person for ITM center staff support

·  ITM Specialists assist customers over an Interactive Video Teller Machine with account transactions and general account maintenance. 

· Coach and provide training to personnel to maintain high customer service standards.

· Train ITM Center Representatives to achieve individual goals and develop digital service knowledge

· Be a Subject Matter Expert (SME) in using and administering the bank’s digital products.

· Follow all bank control, process, procedure, policy and audit requirements regarding both customer transactions and branch/ITM Center Operations.

· Participate in training and other learning opportunities

· Additional responsibilities as assigned.

· Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.

· Be familiar with and comply with all federal and state banking regulations as applicable.

Qualifications

To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.

Experience and/or Education

• High      School Diploma or GED
• Minimum      of two (2) to three (3) years of Call Center experience
• Minimum      of six (6) to eight (8) months as Digital Services Specialist
• Strong      comfort with technology, specifically web and mobile platforms
• Excellent      Customer Service skills, including active listening and the ability to      speak clearly with a service mindset, and be able to solve complex      problems and take ownership until resolved 
• Ability      to work in a very busy environment while maintaining and participating in      a fun atmosphere

Licenses & Designations

• ChoiceOne’s Digital Services      Certification

Competencies

Leadership – Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others.

Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzed information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data accurately; able to read and interpret written information.

Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.

Physical Demands and Work Environment

Ability to work in an office environment which may include many hours of computer and telephone usage. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodations.