Virtual Center Experience Expert

Core Bank is a high-performing, tech-forward community bank serving Omaha and Kansas City. Guided by our vision to be high-performing, solutions-based, and tech-forward, we combine trusted relationships with modern tools to deliver smarter, faster, and more personalized banking. Our culture—what we call our Recipe for Awesome—makes Core Bank more than a place to work or bank; it’s a place where people grow, solutions thrive, and together we build better.

About the role

Universal Bankers are passionate—they want nothing more than to offer customers (and potential customers) a banking experience that will delight and surprise while answering all incoming customer calls and inquiries to the bank. They provide information in response to inquiries and requests via telephone or email about account maintenance, products, and services. This is an on-site position located at our Headquarters building in Omaha, NE.

Responsibilities

• Answer incoming calls by the third ring and emails professionally with a customer-focused attitude while following retail non-negotiables of customer experience (a smile should be detected in your voice).
• Operate and properly handle customer inquiries through an Interactive Teller Machine (ITM).
• Provide information or make appropriate referrals in response to external and internal inquiries about bank-wide products and services.
• Open, close, and perform maintenance on accounts.
• Build relationships with customers by identifying needs and offering solutions.
• Provide accurate information to customers based on product and service knowledge and understanding of the banking industry.
• Offer Electronic Banking (Online, Mobile, Bill Pay, Banker on the Go), Phone-A-Bank, and Online Account Origination support.
• Participate in training and development programs.
• Uphold the Bank’s image through a professional presence.
• Comply with all applicable policies, laws, and regulations.
• Perform additional clerical duties such as offering support through a service help desk for internal and external business partners.
• Maintain regular attendance.
• Perform other activities, duties, or responsibilities as assigned.

Requirements

• High school diploma or equivalent required.
• Previous banking experience preferred, but not required.
• Strong customer service, communication, and problem-solving skills.
• Proficient computer skills.
• Basic math skills.
• Knowledge of telephone and business etiquette.
• Basic PC operation—understanding of Microsoft Office and Internet.
• Basic telephone system operation.
• Ability to maintain confidentiality.
• Ability to effectively function as a team player.
• Ability to work with limited supervision.