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AVAILA BANK ITM Associate - Ankeny in Ames, Iowa

EEO/AA employerPosition SummaryThis position is responsible for providing exemplary service to our customers via interactive teller machines which allow for the completion of financial transactions in an efficient and convenient manner. This job description reflects assignment of essential duties and is subject to change (at management discretion) at any time. General Duties/Key AccountabilitiesProvide exceptional customer service through quality conversations and assist customers with routine banking transactions through the virtual Interactive Teller Machine (ITM)Research and resolve customer questions, inquiries, requests and problems in an empathetic mannerProvide accurate information to customers based on product and service knowledge and understanding of the banking industryEffectively analyze every situation and determines an appropriate solution and responseEscalate customer concerns to the appropriate departmentsAdvocate the benefits of products and services to promote customer enthusiasm and engagementAdditional duties as assignedKnowledge/Skills/AbilitiesHigh school diploma or equivalent requiredCustomer service or banking experience encouragedExceptional oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, understand procedures, and speak clearly to customers and employeesMust be able to multi-task in a busy environmentUnderstands computer and other equipment capabilities and limitationsExceptional organizational and time management skills; ability to function well in a fast-paced environmentMaintain a complete understanding of regulatory and compliance policies and proceduresMust be able to work flexible hours and shiftsTravel to/from and work in multiple locations; must have a valid drivers license and reliable transportationCompetenciesTo perform the job successfully, an individual should demonstrate the following competencies:Initiative is a self-starter; recognizes what and when things need to be done; seeks out new tasks and expands abilities; works for the better needs of the business, not just his/her own position.Customer Service - Must understand the role of sales and customer service in a community bank environment. Respond sensitively to the needs and priorities of the customer; recognize and take the appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.Communication - Delivers a positive and confident connection with customers, consistently demonstrates energy and enthusiasm. Possess the ability (both written and oral) to express thoughts and ideas effectively; actively listen to others. Must handle all customer and bank information in a confidential manner. Technological Skills - Must know how to operate basic Microsoft PC software/ Must be competent in basic online usage and be able to use a PC to extract information from the banking system. Adaptability - Must be able to multitask leveraging several systems applications simultaneously. Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations. Must exercise independent judgment under limited supervision.Accountability Accepts responsibility for his/her own actions; can be relied upon to complete the job required; will follow through on what he/she says they will do and holds others accountable in the workplace. Self Aware recognizes how his/her actions impact others; is in tune with his/her strengths and weaknesses and takes actions to improve; learns from mistakes and shows commitment to change behaviors.Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The position summary does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees assigned to this position will be required

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