ITM Personal Banker

Job Description

Job Description

ITM Personal Banker (Full-Time)

BayCoast Bank – Swansea, MA

Empower Your Career with BayCoast Bank

With over 175 years of service, BayCoast Bank is a trusted community partner across Southeastern Massachusetts and Rhode Island, with more than 25 branches. We are committed to delivering innovative banking solutions while maintaining a strong focus on community and customer relationships.

Position Overview

The ITM Personal Banker is the face of BayCoast Bank’s Virtual Branch, delivering exceptional customer service through live video interactions conducted via Interactive Teller Machines (ITMs). This role combines customer service, relationship development, and banking operations to support customers with transactions, account servicing, and financial solutions.

Working under the direction of the ITM Officer, ITM Assistant Manager, and ITM Supervisor, you will build customer relationships, resolve inquiries, process transactions, and identify opportunities to connect customers with products and services that help them achieve their financial goals.

Key Responsibilities

Customer Experience & Service:

• Deliver professional, friendly, and efficient service through video interactions
• Respond to customer inquiries and resolve routine issues
• Accurately process customer transactions involving cash, checks, deposits, withdrawals, transfers, and loan payments
• Ensure compliance with customer identification and security procedures
• Maintain a welcoming and customer-focused experience during every interaction

Business Growth Initiatives & Relationship Building:

• Identify customer financial needs and recommend appropriate products and services
• Generate referrals to various areas of the Bank and affiliated business partners
• Participate in relationship development meetings, campaigns, and sales initiatives
• Utilize Salesforce to document leads, referrals, and opportunities
• Support the Bank’s commitment to providing financial solutions and personalized service

Banking Operations:

• Process and balance daily teller transactions while maintaining accuracy standards
• Monitor ATM and ITM cash levels and coordinate service requests as needed
• Balance ATM and ITM cashboxes and complete daily machine reconciliations
• Process account maintenance requests, debit card PIN resets, travel notifications, and credit card payments
• Complete CTR reporting and other compliance-related documentation when required
• Respond to customer issues and make sound decisions that minimize risk to the customer and the Bank
• Maintain accurate records, logs, and transaction documentation

Team Collaboration:

• Participate in required training programs, meetings, campaigns, and contests
• Support branch operations by performing Customer Service Associate duties when needed
• Collaborate with team members to ensure excellent customer service and operational efficiency
• Contribute to a positive team environment and support community involvement initiatives

Qualifications

• Minimum 12 months of sales and/or customer service experience in a retail environment
• Strong verbal communication and interpersonal skills
• Comfortable interacting with customers through video technology
• Ability to multi-task and work within multiple computer systems simultaneously
• Strong problem-solving skills and attention to detail
• Knowledge of banking products and services preferred
• Ability to handle customer complaints and routine problem resolution independently
• Bilingual: Portuguese/Spanish a plus but not required

Work Environment & Requirements

• Ability to sit for extended periods and work on a computer throughout the day
• Accurately processes various customer transactions via video through the Interactive Teller Machine (ITM) during set extended hours (currently M-F 7 a.m. – 7 p.m. and Sat. 8 a.m. – 2 p.m.).
• Ability to lift and carry up to 50 lbs., including coin bags
• Flexibility to work extended hours, evenings, and weekends as needed
• Ability to attend remote meetings and travel when required
• Comfortable working in a fast-paced, technology-driven virtual banking environment
• Commitment to maintaining confidentiality and safeguarding customer information

Employee Benefits

- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Professional development opportunities
- Educational assistance
- Tuition assistance
- Defined Benefit Pension Plan
- Employee banking perks
- Career advancement opportunities

Our Mission

To provide exceptional service and solutions for our community.