Virtual Banker I (Virtual Account Opening)

Summary: Responsible for the daily operations of Interactive Teller Machines (ITMs) and processing new online account applications, while providing customer service by phone or electronic channels. Have a complete understanding of all products and services in order to assist the customer and capitalize on cross-selling opportunities. This position may include some weekends, evenings, and requires excellent attendance and punctuality.

• Process ITM transactions and guide customers through their ITM experience.
• Monitor, balance, and facilitate reporting for ITM transactions.
• Be readily available to assist with any issues pertaining to the physical ITM and associated software.
• Manage customer communication in a variety of channels, representing the bank in a positive, courteous, and professional manner.
• Properly escalate complaints or reported issues/incidents to ensure timely resolution.
• Identify and assess customers' needs and cross-sell or make sales referrals of bank products and services.
• Monitor and process online account applications.
• Process and perform check back of various virtual banking duties.
• Meet or exceed established referral goals.
• Maintain knowledge of fraud, cyber threats, and best practices to minimize risks to the organization.
• Facilitate reports as needed.
• Develop and update procedures/guidelines, forms, and agreements, etc., to ensure compliance with established controls and risk mitigation strategies.
• Complete assigned tasks related to department projects.
• Maintain knowledge of applicable laws, regulations and general safety and soundness guidelines and assist in ensuring compliance.

• High School diploma or equivalent.
• Two to three years of experience in banking, customer service, or other related area required. Bank teller or new accounts experience preferred.
• Experience and knowledge of banking technology, digital banking products, services, and/or operations preferred.
• Associate Degree preferred.

• Strong organizational skills and attention to detail.
• Strong customer service orientation.
• Proficient with technology; aspires to encourage the expansion of digital engagement.
• Must have professional and personable presentation with ability to maintain a high level of energy.
• Ability to work as part of a team.
• Ability to problem solve, prioritize tasks, and meet required deadlines.
• Ability to think critically and use sound judgment in decision making.
• Ability to promote, sell and cross-sell bank products and meet referral goals.
• Ability to respond to common inquiries or complaints from customers, co-workers, or vendors.
• Ability to write routine correspondence and communicate effectively and tactfully, orally and in writing with employees, customers, vendors, and management.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Must understand and comply with company policies and procedures.
• Ability to maintain a friendly, helpful, and courteous attitude when working with customers or co-workers under diverse conditions.
• Ability to accurately and quickly complete standard mathematical calculations.
• Proficient in Microsoft Office programs and any other applicable software.