Virtual Banker

Park State Bank•Virginia, MN

19h•$20 - $22•Onsite

About The Position

The Virtual Banker provides exceptional banking services to clients through virtual channels, including phone, video conferencing, chat, and email. The role assists clients with financial needs, answers inquiries, provides guidance, and offers solutions to improve their banking experience. It requires a strong understanding of banking products, excellent communication skills, and a commitment to outstanding customer service in a virtual environment. The position also performs routine transaction processing duties as needed and may rotate between locations. This is an in-person, non-remote position at Park State Bank offices in Minnesota; travel to regional branches may be required weekly. The role operates in an indoor office setting in a light-work situation. The employee must be able to handle stressful situations in a fast-paced environment, meet deadlines, multitask, adjust priorities, maintain confidentiality, and communicate clearly with clients, colleagues, management, and vendors. Occasional work beyond scheduled hours may be required. The position has access to employee accounts, client information, and bank finances, making confidentiality essential.

Requirements

High school diploma or equivalent.
Previous experience in a contact center environment.
Proficiency with virtual communication tools, including video conferencing, chat, and email.
Strong written and verbal communication and interpersonal skills.
Customer-service focus and ability to maintain confidentiality of customer information.
Resourcefulness, organization, and ability to manage distractions.
Knowledge of banking products, services, and regulatory compliance.
Problem-solving ability and attention to detail.
Ability to work independently and collaborate with a remote team.
Ability to handle stressful situations and function in a fast-paced environment while remaining calm and precise.
Ability to meet deadlines, multitask, and adjust priorities as necessary.
Strong organizational, analytical, communication, and interpersonal skills, including ability to work with all levels of management and bank vendors.
Self-starter able to challenge existing processes and identify and implement efficiencies and cost-saving solutions.
Valid driver’s license and reliable transportation for possible weekly travel to regional branches.
Ability to exchange accurate information orally and in written English.
Ability to remain stationary for 50% of the time, occasionally move around the office, and frequently exert up to 20 pounds of force or constantly exert negligible force to move objects.
Ability to operate a computer and other office productivity equipment.

Nice To Haves

Post-secondary education is preferred but not required.
Previous experience in banking or financial services is an asset.

Responsibilities

Provide personalized, professional banking support through phone, video conferencing, chat, and email.
Use virtual banking platforms and applications and help clients troubleshoot online and mobile banking issues, including login problems and technical errors.
Assist clients with account activities such as transfers, account maintenance, debit card inquiries, and enrollment in self-service products.
Use working knowledge of the organization’s products to meet department productivity and quality standards.
Investigate and resolve client complaints, issues, and inquiries in a timely and efficient manner.
Collaborate with other departments to resolve complex client issues and provide a seamless customer experience.
Follow banking regulations, policies, and procedures during client interactions.
Maintain accurate records of client interactions, transactions, and issue resolutions.
Maintain service quality and contribute to continuous improvement of virtual banking processes.
Perform routine transaction processing duties as needed.
Participate in bank training, including sales and service training.
Travel to regional branches as required; may rotate between locations.
Perform other duties as assigned.