Virtual Banker

First National Bank Texas•Brownsville, TX

About The Position

The Virtual Banker provides customer support through inbound and outbound calls, live chat, secure messages, and email. The role resolves customer inquiries, complaints, and operational or technical issues; provides accurate information; cross-sells bank products and services; and works with colleagues across branches, lending, and support departments to complete customer requests. The position requires using multiple applications while engaging customers, following bank policies and procedures, building positive customer relationships, and meeting deadlines and performance targets. The banker must be available on weekdays and holidays during bank operating hours.

Requirements

At least 18 years of age.
High school diploma or equivalent.
Six to twelve months of banking or call center experience.
Professional writing ability.
Typing speed of 30–45 words per minute.
Working knowledge of Microsoft Office, including Excel and Word.
Excellent oral, written, telephone etiquette, and interpersonal communication skills.
Strong customer service skills and a compassionate customer service mindset for internal and external customers.
Flexible, open-minded, solution-oriented, and able to adapt to a fast-paced and changing environment.
Good judgment, analytical skills, and problem-solving skills when making decisions.
Detail-oriented, able to multitask and manage multiple projects and difficult situations or individuals simultaneously while meeting deadlines.
Regular and punctual attendance.
Ability to pass a background investigation according to company policy.
Ability to work effectively with coworkers in a team environment.
Authorization to work in the United States.

Nice To Haves

Banking or call center experience, preferably in a customer service capacity.

Responsibilities

Assist customers through inbound and outbound calls, live chat, secure messages, and email with professionalism and urgency.
Switch between multiple applications while assisting customers across contact channels.
Resolve customer service issues directly and seek higher-level approval for situations beyond experience, training, department scope, or assigned authority.
Provide accurate information and resolve issues at the first point of contact to meet or exceed customer expectations.
Cross-sell bank services and products.
Research and prepare responses to customer complaints and inquiries, coordinating with team members and employees and managers in branches, lending, and support departments as needed.
Build lasting customer relationships and create positive experiences to drive results and engagement.
Resolve operational and technical issues in accordance with established operating policies and procedures.
Maintain knowledge of FCBI systems and procedures and adhere to applicable policies and procedures.
Establish and maintain effective working relationships across departments, locations, and organizational levels.
Meet critical deadlines and performance targets or requirements.
Be available to work weekdays and holidays within bank operating hours.
Perform other bank-related tasks requested by supervisors.