Virtual Banker
About The Position
The Virtual Banker provides banking services to clients through virtual channels, including phone, video conferencing, chat, and email. The role assists with financial needs, answers inquiries, provides guidance and banking solutions, and supports clients in using online and mobile banking. It also performs routine transaction processing as needed and may rotate between Park State Bank locations. This is a non-remote position requiring in-person work at Park State Bank offices in Minnesota, with possible weekly travel to regional branches. The position requires strong customer service, communication, organization, and problem-solving skills; knowledge of banking products and regulatory compliance; discretion with confidential customer and employee information; and the ability to work independently while collaborating with a remote team. The employee works in a fast-paced indoor office environment, handles multiple priorities and occasional longer hours, and may encounter stressful situations.
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 the ability to communicate clearly, concisely, and pleasantly.
- Ability to maintain confidentiality of customer information.
- Resourcefulness, organization, and ability to manage distractions, meet deadlines, multitask, and adjust priorities.
- 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 work in a fast-paced environment and handle stressful situations while remaining calm and precise.
- Ability to work in person at Park State Bank offices in Minnesota; this is not a remote position.
- Valid driver’s license and reliable transportation for possible regional branch travel.
- 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 perform light work involving up to 20 pounds of force frequently.
Nice To Haves
- Post-secondary education.
- Previous experience in banking or financial services.
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.
- Assist clients with account activities, including transfers, account maintenance, debit card inquiries, and enrollment in self-service products.
- Use knowledge of the organization’s products to meet department productivity and quality standards.
- Investigate and resolve client complaints, issues, and inquiries promptly and efficiently.
- 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 improvements in virtual banking processes.
- Perform routine transaction processing duties as needed.
- Participate in bank training, including sales and service training.
- Travel to branches within the region as needed, potentially weekly.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
