Virtual Banker

Park State Bank•Two Harbors, MN

19h•$20 - $22•Onsite

About The Position

The Virtual Banker provides banking services to clients through phone, video conferencing, chat, and email. The role assists clients with financial needs, answers inquiries, provides guidance, and offers solutions, while also performing routine transaction-processing duties as needed. The position may rotate between locations and requires in-person work at Park State Bank offices in Minnesota; it is not remote. The successful candidate will use knowledge of banking products and services to support account activities, address digital banking issues, resolve client concerns, and meet department productivity and quality standards. The role requires sound judgment, confidentiality, regulatory compliance, strong communication, and the ability to work effectively both independently and with other departments and a remote team. The work is performed in an indoor office setting in a light-work situation. The employee may need to travel to regional branches weekly and must have a valid driver’s license and reliable transportation. The role may occasionally require working longer hours than scheduled and handling stressful situations in a fast-paced environment.

Requirements

High school diploma or equivalent.
Previous experience in a contact center environment.
Strong written and verbal communication and interpersonal skills.
Customer-service focus and ability to maintain confidentiality of customer information.
Proficiency with virtual communication tools, including video conferencing, chat, and email.
Knowledge of banking products, services, and regulatory compliance.
Problem-solving abilities and attention to detail.
Ability to work independently in a virtual environment and collaborate with a remote team.
Ability to manage distractions, stay organized, meet deadlines, multitask, and adjust priorities.
Ability to remain calm and precise in stressful situations and a fast-paced environment.
Ability to communicate accurately in English, both orally and in writing.
Valid driver’s license and reliable transportation for possible weekly travel to regional branches.
Ability to perform light work, exerting up to 20 pounds of force frequently and a negligible amount constantly, remain stationary 50% of the time, and occasionally move about the office.

Nice To Haves

Post-secondary education is preferred but not required.
Previous experience in a banking or financial services role 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, including 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.
Perform other duties as assigned.