Virtual Banking Advisor I

Charlesbridge•Weymouth, MA

About The Position

The Virtual Banking Advisor I assists clients through Face2Face (ITM), video calls, chat, email, and phone. The role promotes the Bank’s products and services to internal and external clients and consumers, and fulfills client service requests such as processing financial transactions, account maintenance, password resets, and resolving client concerns accurately and efficiently in accordance with Bank policies and procedures. The advisor uses the Bank’s client-interface technology, electronic delivery systems, and software applications to support transactions and new account services, maintain pending online account-opening applications, review electronic banking reports, complete research requests, and meet individual and departmental goals. The role includes identifying sales opportunities, cross-selling products, making referrals, and working with a team to manage queues within established standards. It also requires protecting confidential information, following privacy and data security policies and regulations, completing required training, and adhering to the CARE model: Client Focus, Accountability, Respect, and Excellence. The position requires flexible availability between 7:00 a.m. and 7:00 p.m., including Saturdays from 7:00 a.m. to 2:00 p.m. Other related or unrelated duties and training activities may be assigned. The work environment typically has a moderate noise level. Physical demands include regularly sitting and talking or hearing; occasionally standing, walking, using hand, arm, and finger dexterity, and lifting or moving up to 10 pounds; and close vision. Charlesbridge describes itself as a mutual bank holding company that supports financial institutions with operational resources and services. It states that it values its employees and aims to foster an inclusive workplace where diverse perspectives are welcomed. The position pays $22.90 to $27.86 per hour, with placement in the range based on factors including education, qualifications, certifications, experience, sales or revenue metrics, and organizational needs.

Requirements

High school diploma or GED.
At least 24 months of banking experience, call center experience, or an equivalent combination.
Ability to present information clearly in one-on-one or small-group settings.
Professionalism, courtesy, and patience when handling client issues.
Attention to accuracy and commitment to quality and completeness.
Knowledge of new account services, account maintenance, online account-opening platforms, and onboarding processes.
Ability to identify digital-channel sales opportunities, cross-sell products, and follow referral procedures.
Ability to resolve client concerns through chat, phone, video, and email.
Common-sense reasoning and ability to apply it to varied client situations.
Ability to perform basic and intermediate math calculations, including interest, percentages, commissions, proportions, balancing accounts, and identifying routine mathematical errors.
Ability to manage multiple queues and tasks in a fast-paced virtual environment.
Basic knowledge of banking and financial services, including federal laws and regulations.
Willingness to develop new knowledge and technical skills.
Intermediate typing skills sufficient to meet the position’s production needs.
Exceptional verbal, written, and interpersonal communication skills.
Ability to follow instructions, instruct others, train personnel, read and interpret documents and professional journals, understand procedures, write reports and correspondence, and communicate clearly with clients and employees.
Ability to regularly sit and talk or hear; occasionally stand, walk, use hand, arm, and finger dexterity, and lift or move up to 10 pounds; and perform close-vision tasks.

Nice To Haves

Experience with electronic delivery systems such as Internet Banking, Mobile Banking/Mobile Deposit, eStatements, Bill Pay, and teller platforms.

Responsibilities

Assist and advise clients through Face2Face (ITM), video calls, phone calls, chat, and email.
Use client-interface technology, electronic delivery systems, and Bank software applications to support client service.
Assist clients with new account services, including additions or changes to accounts.
Identify sales opportunities through electronic channels, cross-sell products, and follow referral procedures.
Respond to client inquiries and resolve questions, issues, and complaints courteously and promptly.
Work within a team to manage service queues in accordance with departmental standards.
Provide high-quality client service and project a positive, professional image of the Bank.
Review electronic banking reports and complete applicable processes.
Maintain pending online account-opening applications.
Achieve individual and departmental goals.
Complete customer research requests.
Use supervisory authority appropriately in support of certain product transactions.
Complete assigned and required internal training.
Protect sensitive information and comply with privacy, data-security, and relevant regulatory requirements.
Maintain knowledge of banking platforms, policies, compliance priorities, digital banking technologies, and best practices.
Adhere to the CARE model: Client Focus, Accountability, Respect, and Excellence.
Protect the confidentiality of financial data and handle sensitive client and operational information professionally, accurately, and discreetly.
Be available to work flexible hours between 7:00 a.m. and 7:00 p.m., including Saturday from 7:00 a.m. to 2:00 p.m.
Perform other assigned duties and participate in internal or external training activities that support client service.