Virtual Banking Advisor

Charlesbridge - Weymouth, MA
• Banking Operations

Full-time

The Virtual Banking Advisor I is responsible for assisting clients virtually but not limited to Face2

Face, video calls, chat, email & phone calls. Promote the Bank’s products and services to external and internal clients and consumers. Fulfills a multitude of client service requests (including but not limited to processing financial transactions, account maintenance, password resets, resolving client concerns) accurately, efficiently and effectively in accordance with the Bank’s policies and standard operating procedures.

• Assists/Advises clients by electronic delivery systems with transactions via Face2
  
  Face (ITM), video calls, phone calls, chat, and/or email.
• Responsible for knowledge and expertise in utilizing client interface technology, electronic delivery systems and numerous software applications used by the Bank.
• Assists/Advises clients by electronic delivery systems with new account services (including additions or changes in client accounts).
• Proactively cross sells via electronic delivery systems by identifying sales opportunities and follows referral procedures
• Responds to client inquiries via electronic delivery systems for information and helps to resolve client questions/ issues/complaints in a courteous, timely manner.
• Monitor and work within a team environment to ensure queues are handled within established departmental standards.
• Projects a positive and highly professional image of the Bank by providing high quality client service.
• Reviews electronic banking reports and processes as applicable.
• Maintains pending online account opening applications.
• Achieves established goals, both individual and departmental.
• Completes customer research requests.
• Appropriately uses supervisory authority in support of certain product transactions.
• Complete all internal Company training as assigned and required.
• Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
• Exhibit the ability and desire to embrace and enhance the Company culture.

• Protects the confidentiality of all financial data relating to bank operations and their clients.
• Demonstrate professionalism, accuracy, and discretion in handling sensitive client and operational information.
• Maintain a deep understanding of Charlesbridge’s banking platforms, policies, and compliance priorities.
• Participate in ongoing training and development to remain current with digital banking technologies and best practices.
• Adheres to the CARE model, demonstrating Client Focus, Accountability, Respect, and Excellence.
• Available to work flexible hours 7AM-7PM, including Saturday 7AM-2PM.
• Other duties, both related and unrelated to the above, may be assigned and, therefore, required.

Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

Not applicable

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma or GED required
• 24 months Banking Experience and/or Call Center experience or equivalent combination
• Experience with electronic delivery systems…