ITM Personal Banker

ITM Personal Banker (Full-Time)Empower Your Career with BayCoast BankWith 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. At BayCoast, we believe exceptional service starts with our people.

Our core values—take pride in what we do, believe that what we do is important, care about people, and maintain a positive attitude—guide everything we do.Position OverviewThe 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 ResponsibilitiesCustomer Experience & ServiceDeliver professional, friendly, and efficient service through video interactionsRespond to customer inquiries and resolve routine issuesAccurately process customer transactions involving cash, checks, deposits, withdrawals, transfers, and loan paymentsEnsure compliance with customer identification and security proceduresMaintain a welcoming and customer-focused experience during every interactionBusiness Growth Initiatives & Relationship BuildingIdentify customer financial needs and recommend appropriate products and servicesGenerate referrals to various areas of the Bank and affiliated business partnersParticipate in relationship development meetings, campaigns, and sales initiativesUtilize Salesforce to document leads, referrals, and opportunitiesSupport the Bank's commitment to providing financial solutions and personalized serviceBanking OperationsProcess and balance daily teller transactions while maintaining accuracy standardsMonitor ATM and ITM cash levels and coordinate service requests as neededBalance ATM and ITM cashboxes and complete daily machine reconciliationsProcess account maintenance requests, debit card PIN resets, travel notifications, and credit card paymentsComplete CTR reporting and other compliance-related documentation when requiredRespond to customer issues and make sound decisions that minimize risk to the customer and the BankMaintain accurate records, logs, and transaction documentationTeam CollaborationParticipate in required training programs, meetings, campaigns, and contestsSupport branch operations by performing Customer Service Associate duties when neededCollaborate with team members to ensure excellent customer service and operational efficiencyContribute to a positive team environment and support community involvement initiativesQualificationsMinimum 12 months of sales and/or customer service experience in a retail environmentStrong verbal communication and interpersonal skillsComfortable interacting with customers through video technologyAbility to multi-task and work within multiple computer systems simultaneouslyStrong problem-solving skills and attention to detailKnowledge of banking products and services preferredAbility to handle customer complaints and routine problem resolution independentlyBilingual: Portuguese/Spanish a plus but not requiredWork Environment & RequirementsAbility to sit for extended periods and work on a computer throughout the dayAccurately 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 bagsFlexibility to work extended hours, evenings, and weekends as neededAbility to attend remote meetings and travel when requiredComfortable working in a fast-paced, technology-driven virtual banking environmentCommitment to maintaining confidentiality and safeguarding customer informationEmployee 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 opportunitiesOur MissionTo provide exceptional service and solutions for our community.