Virtual Universal Banker

About the role

Join an exciting new role designed to expand TrustBank’s virtual service capabilities and enhance the customer experience. The Virtual Universal Banker serves as a primary point of contact for customers seeking assistance by phone and through digital banking channels. This position supports customers across all markets and branches without being assigned to a specific location, providing responsive, knowledgeable, and professional service. The role plays a critical part in supporting the bank’s growth strategy by delivering exceptional remote service, resolving customer inquiries, assisting with account needs, supporting digital banking products and services, and connecting customers with the appropriate specialists when additional expertise is required.

Responsibilities

• Answer inbound customer calls and serve as the first point of contact within the bank’s customer service call tree.
• Provide exceptional customer service and create positive customer experiences through phone, email, and other remote communication channels.
• Assist customers with general account inquiries, deposit accounts, transaction questions, and service requests.
• Troubleshoot and support online banking, mobile banking, bill pay, electronic statements, and other digital banking services.
• Assist customers with password resets, login access issues, enrollment requests, and navigation of digital banking platforms.
• Research and resolve customer concerns accurately and efficiently while ensuring appropriate follow-up.
• Transfer calls to the appropriate department or team member when specialized assistance is required.
• Document customer interactions and maintain accurate records within applicable systems.
• Assist with deposit accounts remotely when appropriate and in accordance with bank procedures.
• Verify customer identity and maintain compliance with all applicable regulations, policies, and procedures.
• Process customer maintenance requests including address changes, account updates, debit card requests, and related services.
• Order, activate, and support ATM and debit card services for customers.
• Process check orders and reorders for personal and business customers.
• Identify customer needs and recommend appropriate products and services.
• Cross-sell bank products and services that provide value to customers and support relationship growth.
• Assist customers with initial consumer loan inquiries and provide appropriate application materials via email or refer to a lender.
• Support branch and operations staff by serving as a centralized resource for customer service and account-related questions.
• Monitor and respond to digital banking service issues and escalate concerns when necessary.
• Maintain strong working knowledge of all retail banking products, services, and digital solutions.
• Participate in training, meetings, and educational opportunities as required.
• Promote TrustBank Values and Service Standards in every customer interaction.
• Remain flexible to scheduling needs, including working a couple of Saturdays each month.
• Perform other duties as assigned.

Working Conditions

The position is a full-time role working 40 hours per week. Hours may vary based on business needs. Availability to work a couple of Saturdays each month is required. Work is primarily performed in an office environment and focused on customer interactions conducted through telephone, video, digital, and electronic communication channels. The noise level is generally moderate. The position requires prolonged computer use, sitting, speaking, listening, and occasional standing, walking, and lifting up to 25 pounds.

Requirements

• High school diploma or equivalent.
• Prior retail banking, customer service, call center, or digital banking experience is preferred but not required.

Skills

• Strong verbal communication and customer service skills.
• Problem-solving abilities, attention to detail, professionalism, relationship-building skills, adaptability, and the ability to work independently in a fast-paced environment.
• Sales and cross-selling experience is a plus.
• Ability to use Microsoft Office, customer relationship management tools, core banking systems, digital banking platforms, and other bank technology.
• Strong computer navigation skills and proficiency using telephone systems, headsets, and general office equipment.
• Demonstrates curiosity and adaptability in leveraging emerging technologies, including artificial intelligence tools, to enhance customer service, support digital banking adoption, and improve operational efficiency.

Pay

The estimated annual salary for this position is $18 - $21/hour. The position is also eligible for an annual discretionary bonus.

Benefits

• 401(k) plan featuring a discretionary employer match in bank stock.
• Generous employee benefits (see TrustBank’s career page for details).