Virtual Banker
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About The Position
The Virtual Banker will engage with customers in a blended contact center environment consisting of telephone, interactive video, web chat, secure mail and online banking interactions. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about Bank products and services, and cross-sells other products based on the customer's needs. These functions will range from basic to hard in complexity. Virtual Bankers strive to provide best in class customer experiences by personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. Virtual Bankers will work as part of a team under the direction of the Contact Center Manager and Contact Center Team Lead. The representative will be responsible for supporting department objectives through direct customer interactions, adhering to quality standards, and performing administrative tasks.
