Virtual Experience Banker I - Call Center

POSITION SUMMARY

Our team of Virtual Experience Bankers (VXB) have the Client at the center in our aim to further relationship banking through exceptional service and authentic hospitality. This role is focused on expanding and supporting client relationships via telephone and electronic communication methods, offering appropriate value-added bank products and services.

ESSENTIAL RESPONSIBILITIES

• Assist clients at the point of contact through telephone, email, video conference, live chat communication and quickly adopt to emerging solutions while creating an exceptional and unique client experience.

• Support client needs involving daily maintenance functions such as electronic Banking, BillPay, Mobile Banking, money, and payment requests as well as and Debit Card related issues.

• Research and answer client inquiries and resolve problems for clients as necessary.

• Offer appropriate products and services of the bank by identifying existing Client's needs and making recommendations.

• Develop and maintain a strong working knowledge of all relevant Bank products and services.

• Adhere to high ethical standards and comply with all policies/procedures/regulations/applicable laws.

• Complete other duties as assigned.

ESSENTIAL SKILLS, EDUCATION AND EXPERIENCE

Virtual Experience Banker I

• Proficiency in the use of computers, and basic office equipment such as copiers, printers, telephones, etc.

• Interpersonal communication skills to represent the Bank in a positive way in dealing with clients and other team members.

• Proficiency in Microsoft Outlook, Word, and Excel.

• Ability to maintain confidentiality and exhibit a high degree of integrity.

• Knowledge of retail banking rules, regulations, policies, and procedures.

• Maintain regular, consistent, and professional attendance, punctuality, and professional appearance.

• Successful completion of compliance training deemed necessary by the Bank.

• Support clients with any Consumer Online Banking, Debit Card, questions, password resets, etc.

Virtual Experience Banker II

Additional Requirements:

• Support clients with any Consumer and Business Online Banking, Debit Card, ACH, Wires; questions, password resets, disputes, etc.

• Managing end to end dispute process.

• Supporting client money movement activities which include Consumer and Business ACH and Wires

• Developing and maintaining a strong working knowledge of all relevant Bank products and services.

Virtual Experience Banker III

Additional Requirements:

• Rotate to retail office locations as needed to support clients in person.

• Assist in the support of Client Experience Officers by assisting in the daily maintenance of existing relationships.

This includes support for Electronic Funds Transfers, Consumer Account Opening, etc.

• Work closely with the Client Experience Officer/Client Experience Relationship Team to handle any client retail deposit needs in the absence of Client Experience Officer

• Research and verify account information and resolve problems for clients as necessary.

• Educate clients on bank services, products, and digital capabilities by developing and maintaining a strong working knowledge of all relevant Bank products and services.

• Extensive knowledge of retail banking rules regulation, policies, and procedures.

Preferred

• High school diploma or equivalent.

• Five years banking experience, preferably in Client Services, Consumer and Business Client Support with Telephone Banking or Call Center experience.

• Experience with Bank systems and software such as: Horizon XE, GLIA, Microsoft 365

BEHAVIORAL COMPETENCIES

Cooperative

Supportive

Responsive

Abides by rules and structure

Willing and Helpful

Quick to respond to others

WORK CONDITIONS

• This position must be able to sit for long periods of time as the position involves a large amount of time spent at desk and computer.

• Standard office environment with climate control, and sufficient lighting.

PHYSICAL REQUIREMENTS:

• Ability to work at a computer for up to eight hours.

• Ability to hear or see telephone ringing and respond to telephone calls.

• Ability to perform work on computer using Bank Systems and software.

This description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment, nor does it alter your at-will employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.