ITM Teller

Classification: Non-Exempt

Salary Grade: 2

Reports To: Director of Retail Banking

Date: March 2026

Department: Virtual Services

Our Mission:

Community Bank partners with individuals, businesses, and communities to realize their dreams, protect their financial futures and improve their lives.

Our Core Values:

At Community Bank, we are committed to fostering a workplace that reflects our core values. We believe in:

Taking Care of Each Other.
Always Doing the Right Thing.
Being a Great Teammate.
Working Hard to Achieve Our Goals.
Giving and Expecting Mutual Respect.
Enjoying Life Every Day.
Being Positive.
Having a Sense of Urgency.

Summary/Objective:

The ITM Teller is responsible for delivering exceptional client service through Interactive Teller Machines (ITMs) in a webcam-based environment, as well as via online chat and secure messaging platforms. This is an on-site position.

Essential Functions:

Guide clients through virtual banking experiences, highlighting the benefits of new technologies, and encouraging adoption of digital solutions.
Serve clients in a courteous, efficient, and professional manner, promptly managing all transactions and consistently demonstrating our client service standards with both internal and external stakeholders.
Respond to inquiries regarding account operations, service access, and feature modifications.
Assist clients in maximizing the value of available services and make appropriate referrals when necessary.
Work independently to resolve issues using sound judgment and knowledge of operating and security procedures. Make real-time decisions involving exceptions, adjustments, and overrides, escalating complex situations to department leadership as needed.
Perform advanced teller functions, including processing complex deposits, withdrawals, and loan payments, with the ability to correct transactions, as necessary.
Drive client retention and engagement through non-traditional channels, fostering strong relationships and promoting continued use of virtual services.
Use the Bank’s online systems and website to facilitate client transactions efficiently and securely.
Maintain comprehensive knowledge of bank products and services, identifying opportunities to cross-sell where appropriate to meet client needs.
Balance transactions according to established procedures, investigate and resolve discrepancies, and report unresolved issues to the supervisor.
Identify and implement process improvements to enhance operational efficiencies and risk mitigation.
Comply with government, regulatory, and Bank policies and procedures.

Other Duties:

Perform other duties assigned, in support of departmental goals and organizational priorities.

Education and Experience:

Minimum of a high school diploma or equivalent required; associate’s degree business, finance, or related field preferred.
Minimum of two years of experience in banking, financial services, or client-facing roles required.

Key Competencies:

Requisite – Requires intermediate expertise, supported by intermediate experience or technical training.
Authority – Operates within a well-defined framework, with decisions and actions guided by supervisory oversight and established protocols.
Analytical – Requires analyzing and categorizing information, requiring sufficient judgment to conduct routine assessments and make appropriate decisions.
Supervision – Operates in an independent capacity, focusing on executing assigned tasks without direct supervisory responsibilities. While collaboration with colleagues and departments is essential, the position does not involve overseeing staff or managing personnel.
Interpersonal Relations/Customer Service – Requires well-developed communication and relationship-building to engage with clients, coworkers, and the public.
Ethics/Integrity – Possesses a comprehensive understanding of industry best practices, professional behaviors, and the applicable laws, rules, and regulations that govern ethical business conduct. Consistently upholds the highest standards of integrity, demonstrating unwavering commitment to fairness, compliance, and respect in all interactions. Fosters a workplace culture rooted in professionalism, accountability, and ethical decision-making.
Adaptability – Knowledge of successful approaches, tools, and techniques to seamlessly transition processes, optimize workflows, and foster resilience in evolving environments.
Productivity – Manages workload effectively, ensuring tasks are prioritized and executed with efficiency. Maintains a purposeful approach, consistently meeting goals and objectives while optimizing resources and time management.
Quality - Identifies opportunities for improvement and delivers high-quality outcomes within established deadlines.

Knowledge and Performance Expectations:

Strong interpersonal, communication, and critical thinking skills.
Proficient in technology and Microsoft Office Suite.
Attention to detail.
Comfort with working in a dynamic environment where priorities can shift quickly.
Ability to work both independently and collaboratively with colleagues across various departments maintaining a professional demeanor.

Efficiently perform the essential duties and responsibilities of the position.
Consistently attend work, meetings, and required training or staff events.

Work Environment and Physical Demands:

The work environment is typically a professional office setting within a financial institution, which may include branch locations, administrative offices, and client-facing areas. Employees are expected to maintain a high level of professionalism and confidentiality in accordance with banking regulations and company policies.

Work is generally performed indoors in a climate-controlled environment with standard office equipment such as computers, telephones, printers, and copiers.

Physical demands of the position may include, but are not limited to:

Prolonged periods of sitting or standing at a workstation or services counter.
Manual dexterity and fine motor skills for operating computers, handling documents, and using standard office equipment.
Routine walking within the office or branch to attend meetings, assist clients, or perform job-related tasks.
Visual acuity to read printed materials, review electronic documents, and perform detailed work.
Auditory ability to regularly communicate effectively in person and over the phone.
Sustained concentration and attention to detail are critical for performing analytical tasks and ensuring accuracy.
Occasional physical movements such as standing, reaching, bending, and twisting may be necessary.
Light lifting, up to 10 pounds, may be required to transport files, office supplies, or small equipment.

Accommodation:

The work environment and physical demands described provide a detailed representation of what employees might encounter in the workplace while performing the essential duties of the job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.

Work Schedule and Availability:

The Bank maintains a standard 40-hour work week to ensure operational consistency and employee engagement. While some schedule flexibility is required based on location assignments, availability during core business hours (8:00 a.m. to 5:00 p.m.) is essential for supporting key functions. Position requires rotating Saturday schedules.

Must be able to work a flexible schedule with extended hours to accommodate extended operating hours.

Travel Requirements:

Periodic travel is required to other branch locations or offsite venues for training, meetings, or operational support. Travel is typically planned.

EEO Statement:

Community Bank is an equal employment opportunity employer.

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