Online Retail Banking Representative

About the Role

Responsible for providing high-quality customer service across a broad variety of virtual activities. Will work in multiple virtual Customer Service areas as needed. Presents the full array of bank products to existing and potential customers and supports online branch management in achieving performance metrics.

Responsibilities

• Perform all aspects of opening and maintaining a variety of accounts in accordance with Bank policy and procedure, including CIP and customer service policies.
• Proactively present and cross-sell bank products by using probing questions and matching products/services to customer needs.
• Participate in Bank promotions, sales calls, networking, and community activities.
• Resolve customer complaints regarding sales, service, or account issues through professional online or phone communication, including written correspondence.
• Maintain follow-up correspondence with customers and back office to ensure resolution.
• Process incoming and outgoing mail and email requests.
• Perform RBR duties such as stop payments, check orders, ATM/debit card orders, claims, and statement requests.
• Research and investigate customer claims related to missing deposits, checks, etc., to resolve issues promptly.
• Assist online officers with branch functions and reports as requested.
• Provide priority services to customers requiring special handling.
• Perform related clerical duties and use the Bank’s Redi system to stay updated on policies and procedures.

Requirements

• High School Diploma or equivalent.
• Minimum of two (2) years of customer service experience.
• Strong interpersonal and communication skills to build rapport with customers.
• Flexibility to work or transfer throughout the network as needed.
• Detailed knowledge of online banking procedures, regulations, and related functions.

Pay

The starting hourly salary for this role is between $22.00 and $27.00, dependent on factors such as training, transferable skills, work experience, business needs, and market demands.

Schedule

Hybrid work model effective February 18, 2025: Employees in office-based positions will work three or more days on-site per week (Monday–Thursday), with Friday designated as a remote-working day unless business-critical tasks require on-site presence. This does not apply to contact center, branch service roles, or positions requiring daily in-person attendance.