BankOnBuffalo, ITM Agent

Job description

Description An ITM Agent is responsible for providing exceptional customer service and support to clients through ITMs, contact center emails, and online/mobile banking messages for CNB’s Family of Banks. This includes assisting with transactions, troubleshooting issues, and answering inquiries. Below is a list of essential functions for this position. Additional responsibilities may be assigned in the position. KEY RESPONSIBILITIES: - Provide prompt and courteous assistance to clients, addressing their inquiries and resolving issues related to banking services. - Accurately assist clients with various transactions, including deposits, withdrawals, and account inquiries, ensuring accuracy and efficiency through an ITM, contact center emails, and online/mobile messages. - Diagnose and provide support in solving technical problems clients may encounter with ITMs, email, or online/mobile banking platforms. - Ensure each interaction is positive and personalized, making clients feel valued and understood. - Monitor and maintain performance metrics within established guidelines to ensure service quality and operational efficiency. - Adhere to all bank policies and procedures and ensure t...