Virtual Solutions Relationship Banker

GENERAL SUMMARY

The Virtual Solutions Relationship Banker provides accurate, professional, and prompt Member service in a high-volume contact center environment. Duties include performing a variety of financial transactions and routine inquiries virtually, both over the phone and on camera through interactive teller machines (ITMs). The role also involves maintaining knowledge on all related products, services, and promotions to create cross-sale opportunities based on member needs.

QUALIFICATIONS

• Minimum Education & Experience Requirements: High School diploma or equivalent
  3 years customer service, sales and/or retail banking experience
  To include (1) one year of banking or contact center experience

• Spanish speaking skills are a preferred but not required

• Minimum Knowledge & Skill Requirements:

  • Maintains a positive, professional appearance while communicating effectively through on-screen technology
  • Excellent attention to detail and sound judgement
  • Absolutely must be an effective team player, cooperative, flexible and dependable
  • Must be an effective communicator, able to clearly and effectively explain complex concepts
  • Knowledge of credit union products and services
  • Customer service oriented with the ability to identify and meet member needs
  • Must possess basic math and computer skills

CERTIFICATES AND TRAININGS

• Must comply with all aspects of the Bank Secrecy Act (BSA)

COMPETENCIES

• Customer Focus

• Composure

• Approachability

• Drive for Results

• Decision Quality

• Functional//Technical Skills

• Perseverance

WORKING CONDITIONS/ENVIRONMENT

This job requires the employee to sit or stand for extended periods of time. Infrequent lifting up to 25 lbs.

OTHER REQUIREMENTS

• Must comply with all aspects of the Bank Secrecy Act (BSA)

MAJOR ACCOUNTABILITIES AND TASKS

• Processes a variety of virtual transactions promptly, accurately and efficiently. This includes but not limited to deposits, transfers, withdrawals, payments, account inquiries (consumer, business, trusts, etc.), plastic card issues, online banking technical support, overdrafts, fee reversals, research, etc. in accordance with credit union policies, procedures, and regulatory requirements and while navigating through various systems.

• Learns and applies new technology, serving as a Subject Matter Expert on Interactive Video Teller Machines and stays abreast of ITM enhancements, including process improvement and procedures.

• Guides members through self-service handling of account maintenance requests through digital channels.

• Builds, develops and maintains relationships with members to ensure a positive member experience.

• Approaches member requests with a professional, positive attitude and executes transactions with high-level of security, accuracy and attention to detail.

• Determines Member’s financial needs and recommends appropriate products and services.

• Educates Member on the various products and services available including online and mobile banking.

• Creates cross-selling opportunities in order to meet branch and individual sales goals.

• Resolves Members' requests, problems, and complaints or directs them to the appropriate person or department for information and assistance.

• Maintains an up-to-date and comprehensive knowledge on all credit union products, services, promotions, policies, procedures, rules and regulations.

• Mets balancing requirements.

About Us

At Vantage West, we pride ourselves on fostering a vibrant learning environment where curiosity and growth are at the heart of everything we do. Together, we are not just building a successful company; we are cultivating a community where everyone can thrive.

Benefits And Perks

• Health Coverage – We offer medical, dental and vision coverage for you and your dependents.

• Other benefits include: life insurance, flexible spending accounts, pet insurance, Team Member Assistance Program (EAP), and Corporate Care Solutions (Backup Child and Adult Care Services).

• Paid Time Off and Holidays – Work-life balance is a focus with generous paid time off, with additional time given for sick days, paid holidays, and 16 hours of paid time to participate in our community volunteer program.

• We also offer enhanced paid military leave and paid maternity/paternity leave.

• Retirement Savings – Generous 401k Plan.

• Development Activities – We focus on continuous growth by encouraging Job Shadowing and Personal Development Plans, which leads to a 40+% annual internal promotion rate.

• Tuition Reimbursement – We have partnered with the University of Arizona Global Campus to offer eligible full-time employees 100% tuition coverage towards an online Bachelor’s or Master’s Degree.

Equal Opportunity Employer

Vantage West is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.