Virtual Banker (Hybrid)

Peoples Security Bank & Trust Company is committed to delivering exceptional banking experiences through personalized service, innovative financial solutions, and strong customer relationships. The bank's One Bank / One Team / One Brand culture emphasizes collaboration, customer-focused service, relationship development, and operational excellence. Employees are encouraged to build their banking expertise while helping customers navigate financial products, services, and digital banking technologies.

About the Role

Peoples Security Bank & Trust Company is seeking a Bilingual Virtual Banker to provide exceptional customer service, sales support, and relationship management across phone, chat, video, and digital banking channels. The Virtual Banker will engage with both existing customers and prospects, identify financial needs, recommend appropriate solutions, resolve service inquiries, and support customers with digital banking tools. This role combines customer service, consultative sales, digital banking support, relationship development, and daily banking operations.

This is a hybrid position. Employees must attend on-site training and, after training, work on-site approximately two days per month. Candidates must live within a reasonable commuting distance of Moosic, Pennsylvania. Travel within the bank's geographic footprint may also be required.

Responsibilities

• Engage with customers and prospects through phone, chat, video, and digital channels to attract, retain, and grow banking relationships.
• Deliver accurate, professional, and personalized customer service across multiple communication channels.
• Resolve customer inquiries involving deposit accounts, loans, fees, digital banking services, and other banking products.
• Educate customers on digital banking tools, technology-based services, and available financial solutions.
• Identify customer needs and connect clients with appropriate internal partners, including Loans, Cash Management, Merchant Services, and Wealth Management.
• Support customer onboarding, follow-up communications, targeted sales initiatives, and relationship-building campaigns.
• Manage inbound and outbound calls while addressing customer concerns with empathy, professionalism, and effective problem-solving.
• Use bank systems and MyPSBT to document customer interactions, track referrals, and manage follow-up activities.
• Maintain current knowledge of bank products, services, procedures, systems, and digital banking technologies.
• Participate in ongoing training and professional development activities.
• Collaborate with colleagues through knowledge sharing, mentoring, and teamwork.
• Consistently meet or exceed established customer engagement, sales, and referral performance goals.
• Follow bank policies, procedures, regulatory requirements, and risk-management standards.
• Support audit and examination requests as needed.
• Maintain NMLS registration or obtain and maintain registration when required.
• Perform additional duties that support the essential functions of the role as assigned.

Requirements

• Associate degree or equivalent professional experience, with specialized bank operations training or education normally required.
• Minimum 4 years of related experience, preferably involving customer service, sales support, banking, or call center operations.
• Strong customer service and relationship-management skills.
• Excellent verbal and written communication abilities.
• Strong mathematical aptitude and general accounting knowledge.
• Working knowledge of bank products, services, procedures, and digital banking tools.
• Strong analytical, problem-solving, decision-making, project-management, and time-management skills.
• Ability to work effectively in a fast-paced, customer-focused environment.
• Ability to manage inbound and outbound customer communications professionally.
• Strong PC and technical application skills, including Microsoft Excel, Word, OneNote, and PowerPoint.
• Ability to handle escalated customer concerns using a solution-focused approach.
• Strong integrity, confidentiality, adaptability, and ethical judgment.
• Ability to work collaboratively and support team members through coaching, mentoring, and knowledge sharing.
• Ability to work within established banking policies, regulatory requirements, and risk-management practices.
• Ability to attend required on-site training and approximately two on-site days per month thereafter.
• Must reside within a reasonable commuting distance of Moosic, Pennsylvania.
• Ability to travel within the bank's geographic footprint when required.

Preferred Qualifications

• Previous experience in virtual banking, call center banking, customer care, or financial services.
• Experience providing customer service through phone, chat, video, and digital channels.
• Demonstrated success in consultative sales, cross-selling, customer retention, or referral generation.
• Experience supporting digital banking products and technology-based financial services.
• Advanced knowledge of banking products and operational procedures.
• Experience coaching, training, or mentoring colleagues.
• Experience handling escalated customer issues and complex financial-service inquiries.
• Familiarity with NMLS registration requirements.
• Bilingual communication skills applicable to the bank's customer population.

Benefits

• Hybrid work arrangement
• On-site training with limited ongoing in-office requirements
• Opportunity to develop expertise in digital banking and financial services
• Customer relationship management and consultative sales experience
• Ongoing training and professional development
• Collaborative, team-oriented workplace culture
• Opportunity to work across multiple banking products and internal business lines
• Exposure to Loans, Cash Management, Merchant Services, and Wealth Management functions

Work Environment & Physical Requirements

The position requires regular computer use and frequent interaction with customers and colleagues through digital and voice communication channels. Employees are regularly required to sit, stand, talk, hear, walk, use their hands and fingers, handle or feel objects, and reach with their hands and arms. The position may occasionally require stooping, kneeling, bending, crouching, and lifting up to 25 pounds. Reasonable accommodations may be provided to qualified individuals with disabilities to enable them to perform the essential functions of the position.