Senior Virtual Customer Solutions Specialist

Summary:

The Senior Virtual Customer Solutions Specialist, works within a virtual branch that is structured in contact center environment, and is responsible for demonstrating customer centricity while providing an exceptional sales and service experience through engaging in needs based conversations. Prioritizes customer’s financial well-being during every interaction. Stays up to date on products, services and processes to effectively assist customers in both service and sales interactions.

The Senior Virtual Customer Solutions Specialist role will have responsibilities to mentor and educate within the retail division. Will be responsible for developing sales plans and executing on outbound calling campaigns with current clients that is aligned with the financial wellbeing strategy. Responsible to assist with customer solutions center operations and ensures compliance through the adherence of all policies and procedures.

Supports the Bank’s mission, vision, and values by collaborating to achieve both the virtual branch and individual goals.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage a superior level of inbound and/or outbound calls in a timely manner.
• Expands and nurtures the bank customer network through proactive sales and service initiatives. Enhances the customer experience by identifying solutions to improve and maintain their financial wellbeing. Collaborate with a team of financial partners to deliver a holistic approach to financial wellbeing.
• Enhances the customer experience by intentionally focusing on financial wellness discussions and problems solving for future needs. Introducing and demonstrating technology as a solution to meet customer needs and convenience.
• Manages risk through adherence to all policies and procedures, demonstrating sound judgement within established limits. Demonstrates a heightened scrutiny to identify and avoid loss. Participates in team daily operations, ensuring they are completed in an efficient and accurate manner.
• Achieve business segment goals by delivering exceptional customer service measured through observation and quality call score metrics.
• Maintains a solid understanding of product and procedural knowledge to identify and solve customer problems effectively to drive customer loyalty.
• Stays knowledgeable, maintains and demonstrates an understanding of digital solutions and technology to support customers and solve problems.
• Demonstrate high proficiency in first contact (one-touch) resolution for issues with banking services and accounts.
• Demonstrates high level proficiency when opening consumer and business accounts, performing account maintenance, problem resolution and conducting routine transactions.
• Partners with the Customer Solutions Center Manager to execute on an aligned sales and customer experience strategy.
• Achieve business segment goals by delivering exceptional customer service measured through observation and quality call score metrics.
• Assist leadership in proactive outbound sales and financial wellbeing strategy.
• Assist in mentoring and developing virtual branch employees. Provide education with in job family meetings to enhance skill set.
• Generate consumer loan applications and assist customers through the entire process. Lending certification is required inclusive of completing internal training and MLO compliance requirements.
• Act as escalation point for complex customer solutions and lending requests.
• Cultivate community relationships by participating in Bank sponsored events.
• Generate consumer loan applications and assist customers through the entire process.
• Demonstrate good judgement, problem solving and decision-making skills.
• Remain adaptable to policy, procedure, department structure, and overall company changes and environment.
• Demonstrate high proficiency in first contact (one-touch) resolution for issues with banking services and accounts.
• Assess the risk in each transaction and seek additional assistance, if necessary, in identifying possible fraudulent transactions.
• Conduct bank’s routine transactions within established guidelines with accuracy.
• Consistently exhibit a professional demeanor with internal and external customers.
• Complete other duties that may be assigned by management.

• ENB Operational and Functional Competencies
• Role Specific
  
  Competencies: