Virtual Banker

Overview

Full-time Description. Park State Bank’s Core values are GROWTH, TEAMWORK, RESPONSIVE, TRANSPARENT, and INNOVATIVE. Mission: to deliver exceptional client service, strategic banking solutions and a community-friendly experience.

Position Summary

The Virtual Banker provides exceptional banking services to clients through virtual channels (phone, video conferencing, chat, and email). This role assists clients with financial needs, answers inquiries, provides guidance, and offers solutions to enhance the banking experience. The selected candidate will have a strong understanding of banking products, excellent communication skills, and a commitment to delivering outstanding customer service in a virtual environment.

The role performs routine transaction processing duties as needed for support. As needed, this role may rotate between locations.

• Virtual Customer Service:
  Provide personalized and professional banking support to clients through virtual channels (phone, video conferencing, chat, and email).
• Digital Tools:
  Demonstrate proficiency in using virtual banking platforms and applications. Assist clients in troubleshooting online and mobile banking issues, including login problems and technical errors.
• Account Management:
  Assist clients with account-related activities (transfers, maintenance, debit card inquiries, enrollment in self-service products). Use knowledge of products to meet productivity and quality standards.
• Problem Solving:
  Investigate and resolve client complaints, issues, and inquiries in a timely and efficient manner.
• Collaboration:
  
  Collaborate with other departments to resolve complex client issues and ensure a seamless customer experience.
• Compliance:
  Ensure adherence to banking regulations, policies, and procedures during client interactions.
• Documentation:
  Maintain accurate records of client interactions, transactions, and resolutions.
• Quality Assurance:
  Maintain a high standard of service quality and contribute to continuous improvement of virtual banking processes.

• Other duties may be assigned.

• Customer Orientation
• Results Orientation
• Integrity
• Initiative
• Team Player

• Proficiency in using virtual communication tools (video conferencing, chat, and email).
• Strong interpersonal and communication skills (written and verbal).
• Customer service focus
• Maintain confidentiality of customer information
• Resourceful, well organized, and able to manage distractions
• Knowledge of banking products, services, and regulatory compliance
• Problem-solving abilities and attention to detail
• Ability to work independently in a virtual environment and collaborate with a remote team

• Meets or exceeds quarterly goals as pre-established by supervisor
• Maintains confidentiality of customer account information
• Follows established policies and procedures in responding to inquiries and requests
• Willingly participates in bank training (including sales and service training)
• In compliance with all regulations related to job duties
• Effectiveness of communications and development of good working relationships with coworkers and customers

Will need to handle stressful situations and work in a fast-paced environment while remaining calm and precise. Must have excellent interpersonal and organizational skills and enjoy working with the public. May need to work longer hours than scheduled. Must meet deadlines, multi-task, and adjust priorities as necessary. Must possess strong organizational, analytical, communication, and interpersonal skills, including the ability to work with all levels of management and the Bank’s vendors.

Must be a self-starter who challenges existing processes and can identify and implement efficiencies and cost-saving solutions. Will have access to and knowledge of all employees’ accounts, client information, and the bank’s finances; the ability to keep information confidential is extremely important. May require travel to branches within the region weekly, so must have a valid driver’s license and reliable transportation.

Must be able to exchange accurate information both…