Virtual Banker

Responsibilities

• Meet or exceed established standards of performance for service and sales while providing an exceptional customer experience
• Maintain confidentiality and security of customer information according to regulatory and company guidelines and policies
• Process customer transactions accurately including; deposits, transfers, stop payments, loan payments, etc.
• Provide customers with answers to inquiries regarding a very broad and challenging range of financial services in an efficient and timely fashion
• Uncover banking needs through the discovery process by initiating conversations with all customers and responding efficiently and accurately, as well as promoting and cross-selling bank products and services in a professional manner
• Investigate, track, and resolve customer problems and inquiries in a timely manner
• Maintain knowledge of Customer Experience Center policies and procedures, bank products and services, general operating procedures, and regulations to protect the bank from unnecessary risk
• Exhibit positive team spirit and willingness to help customers, both internal and external
• Perform other related duties as assigned

Qualifications

• A high school diploma or equivalent required, college education preferred
• Minimum of 1 year of experience in customer service and/or sales required
• Detail-oriented and good organizational skills
• Effective written and verbal communication skills, including a pleasant tone
• Proven ability to work closely with others in a willing and professional manner to resolve problems and address needs
• Strong sales and marketing skills, with proven ability to sell bank products and services preferred
• Strong sense of teamwork, ability to work cooperatively in a team environment
• Comfortable using a variety of technology software products
• Knowledge of bank policies and procedures, regulations, control systems, operational issues related to banking, and retail deposit/loan products and services preferred
• Ability to work and adhere to flexible schedule in a demanding and fast-paced environment (Hours may exceed 40 hours per week, including Saturday rotations)

Physical Demands

• Frequently stand or sit
• Kneel, stoop, or squat
• Use hands or fingers to handle or feel objects, tools or controls
• Reach with hands and arms
• Talk or hear
• Lift and/or move up to 25 pounds occasionally
• Specific vision abilities required include close vision, peripheral vision, depth perception, and the ability to focus

Work Environment

• The Bank’s professional working environment requires employees to communicate effectively, both verbally and in writing
• Employees must demonstrate strong interpersonal skills when working closely with internal business partners and external clients
• Employees may be exposed to confidential and propriety information within the working environment, therefore, must uphold confidentiality at all times
• Due to the possibility of being exposed to high risk situations (i.e. robbery), detailed instructions and procedures are required to be followed at all times to safeguard the Bank’s employees, customers, and assets