Interactive Banking Specialist - Regency Lakes

ROLE 
The Interactive Banking Specialist provides exceptional customer service through Interactive Teller Machines, answering incoming calls, texts, and chats. This position greets, welcomes, grows, and conducts day-to-day 
transactions with customers following PBT’s Benchmark Service Standards. This position also reviews and processes deposits received through electronic capture products in an accurate and timely manner. The Interactive Banking Specialist displays a passion for exceeding customer expectations where strong customer service, problem-solving, and teamwork skills are essential.  

ESSENTIAL FUNCTIONS  
This position is responsible for the following functions: 

• Provide exceptional customer service to internal and external customers by accurately and courteously addressing questions and processing requests via ITM, phone, chat, text, in-person, or any other modes of communication 
• Engage customers according to PBT’s Benchmark Service Standards 
• Foster ongoing relationships that improve customer commitment 
• Recommend products to customers based on their needs and find solutions by actively cross-selling products and services 
• Respond to customer requests by providing simple and knowledgeable guidance to resolve issues 
• Accept deposits for checking and savings accounts, verify endorsements, ownership, and use of proper documents 
• Process requests for withdrawals and transfers between accounts 
• Cash checks according to bank policy and procedures 
• Balance Interactive Teller Machines daily 
• Access and utilize information from the computerized database to facilitate decision making when processing customer transactions 
• Review and process deposits received from electronic capture products (ATM, mobile, etc.) 
• Utilize email as a tool to promote effective communication among co-workers 
• Perform opening and closing procedures, while following security procedures 
• Follow policies, procedures, and regulatory requirements 
• Project a favorable image of the bank to the community 

Various other duties as assigned 

QUALIFICATIONS 
EDUCATION/CERTIFICATION: High School Diploma or equivalent required 
REQUIRED KNOWLEDGE: Strong product and system knowledge of teller, customer service, and ITM processes; full understanding and commitment to PBT’s core values, policies, and procedures 
EXPERIENCE REQUIRED: 2 or more years of previous banking experience or equivalent job-related experience  
SKILLS/ABILITIES: Attention to detail, strong written and verbal communication skills, effective collaboration and ability to function well within a team setting, self-motivation, self-management, ability to consistently follow through on tasks, problem solving, organized, analytical, positive attitude, interpersonal skills, customer service, time management, computer literacy, strong ability to multi-task, applied leadership, and mentoring/training 

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION 
TALKING: Ability to speak effectively and communicate clearly
AVERAGE HEARING: Ability to hear average conversations at a standard level in an office environment around other customers and bank personnel   
REPETITIVE MOTION: The employee is regularly required to type throughout the day  
FINGER DEXTERITY: The employee is regularly required to use hands to type and maneuver a mouse  
AVERAGE VISION: Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus with 20/20 vision (with or without the assistance of eyeglasses/contacts) 
PHYSICAL STRENGTH: The employee must occasionally lift and/or move up to 20 pounds (unassisted) as well as stand, sit, bend, kneel, squat, and walk for long periods of time  
 
WORKING CONDITIONS 
General professional office environment with climate control. Adequate lighting. Occasional additional hours outside of regular bank service hours to complete tasks. 

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION 
REASONING ABILITY: Ability to deal with a variety of variables under only limited standardization. 
MATHEMATICS ABILITY: Strong numeric capabilities; Ability to add, subtract, multiply, and divide in all units of measure using whole numbers and common fractions. 
LANGUAGE ABILITY: Ability to read, analyze, and interpret documents. Ability to communicate clearly. 

INTENT AND FUNCTION OF JOB DESCRIPTIONS 
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified 
employees are selected.  They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.  Well-constructed job descriptions are an integral part of any effective compensation system.   

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  
Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities 
included have been determined to be the minimal standards required to successfully perform the positions.  In no 
instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  
Additional functions and requirements may be assigned by supervisors as deemed appropriate.   

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably 
accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. 

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as 
an at-will employer.  Employees can be terminated for any reason not prohibited by law.