Senior Virtual Banking Center Specialist

• Serve as an advanced frontline resource across phone, email, chat, and co-browsing channels
• Deliver exceptional customer service and support customer experience, sales, and service goals
• Handle complex and escalated customer interactions using advanced product knowledge, judgment, empathy, and problem-solving skills
• Mentor, coach, and support Associates and Specialists through real-time guidance, onboarding, training, and best-practice modeling
• Assist Team Leaders with daily operations, workflow coordination, scheduling support, and team performance initiatives
• Identify customer needs, strengthen relationships, support sales opportunities, and make appropriate referrals
• Serve as a subject matter expert on bank products, services, systems, and regulatory requirements
• Participate in projects, process improvement initiatives, and documentation updates
• Monitor customer interaction volumes, trends, and performance metrics; assist with reporting and data preparation
• Collaborate across departments to ensure seamless service delivery and a unified customer experience
• Maintain compliance with internal policies, regulatory requirements, risk management practices, DR/COPE documentation, and remote/hybrid work guidelines when applicable
• Foster teamwork and reinforce the Bank’s mission, vision, values, and One Bank / One Team / One Brand culture
• Identify and report potential fraud, elder abuse, and suspicious activity
• Participate in incident response and audit preparation as required

• Associate’s degree or equivalent experience normally required with specialized bank operations training/education
• Strong leadership, communication, and motivational skills, using emotional intelligence to build trust and manage complex interactions
• Solid mathematical aptitude and working knowledge of basic accounting principles
• Advanced understanding of bank products, procedures, and digital tools
• Advanced customer service and relationship management skills
• Consultative sales techniques
• Strong judgment, strategic thinking, and decision-making skills
• Analytical thinking, problem-solving, project management, and time management proficiency
• Coaching, mentoring, and training support skills, including onboarding
• Integrity, adaptability, confidentiality, and ethical judgment
• Proficiency in Microsoft Office applications, including Excel, Word, One Note, and Power Point
• Ability to learn and navigate banking systems and digital tools
• At least 3 years of related experience, with demonstrated success in customer service, sales support, and call center operations
• Travel within the Bank’s geographic footprint
• Rotating Saturday schedule required
• Ability to regularly use a computer and perform the stated physical requirements, including lifting up to 25 pounds

Demonstrates advanced customer service and relationship management skills, with a strong understanding of bank products and procedures. Capable of mentoring and coaching team members while maintaining compliance with regulatory requirements and internal policies.

• Advanced Customer Service Skills
• Mentoring And Coaching
• Bank Products Knowledge
• Analytical Thinking
• Consultative Sales Techniques

• Mathematical Aptitude
• Basic Accounting Principles
• Project Management
• Time Management Proficiency
• Problem-Solving Skills
• Decision-Making Skills
• Emotional Intelligence
• Customer Interaction Monitoring
• Fraud Identification
• Incident Response

• Leadership Skills
• Communication Skills
• Motivational Skills
• Adaptability
• Integrity

• Associate’s Degree
• Specialized Bank Operations Training

• Customer Experience
• Sales Support
• Call Center Operations
• Regulatory Requirements
• Risk Management Practices

• Microsoft Office
• Excel
• Word
• One Note
• Power Point