Virtual Customer Solutions Specialist
About The Position
The Virtual Customer Solutions Specialist works in a virtual branch structured as a contact center. The role provides customer-focused sales and service through needs-based conversations, prioritizing customers’ financial well-being and maintaining current knowledge of the bank’s products, services, processes, digital solutions, and technology. The specialist supports virtual branch operations and compliance by following policies and procedures, and collaborates with colleagues to meet customer solution center and individual goals. The position requires schedule flexibility to meet business needs, including coverage of incoming customer calls, digital channels, bank-by-mail processing, and proactive outreach. Work takes place in a professional environment using standard office equipment. Some travel may be required. The role has no supervisory responsibilities.
Requirements
- High school degree or GED required.
- Demonstrated good judgment and sound decision-making.
- High level of integrity.
- Ability to read and write general reports and other correspondence.
- Excellent listening, verbal, and written communication skills.
- Detail-oriented, well-organized, and proficient at multitasking.
- Excellent relationship-building skills.
- Self-motivated team player.
- Ability to mentor and guide team members in resolving customer issues.
- Ability to complete all required training.
- Professional appearance and manner.
Nice To Haves
- Associate degree.
- Two to four years of retail experience, preferably with demonstrated sales results.
Responsibilities
- Expand and nurture the bank’s customer network through proactive sales and service initiatives.
- Identify solutions that enhance customers’ experience and support their financial well-being, including through financial wellness discussions and planning for future needs.
- Introduce and demonstrate technology and digital solutions that meet customer needs and provide convenience.
- Collaborate with financial partners to provide a holistic approach to financial well-being.
- Manage risk by adhering to policies and procedures, using sound judgment within established limits, and applying heightened scrutiny to help identify and avoid loss.
- Participate in daily team operations and ensure work is completed efficiently and accurately.
- Achieve business segment goals by providing exceptional customer service, as measured through observation and quality call score metrics.
- Maintain product and procedural knowledge to resolve customer problems and drive loyalty.
- Resolve banking service and account issues on first contact whenever possible.
- Open consumer and business accounts; perform account maintenance, problem resolution, and routine transactions.
- Partner with the Customer Solutions Center Manager to execute an aligned sales and customer experience strategy.
- Cultivate community relationships by participating in bank-sponsored events.
- Assess transaction risk and seek assistance when necessary to identify possible fraud.
- Conduct routine bank transactions accurately and within established guidelines.
- Maintain audit and compliance requirements.
- Communicate professionally with internal and external customers.
- Adapt to changes in policies, procedures, department structure, and the company environment.
- Complete other duties assigned by management.
Benefits
- Medical plans with prescription drug coverage
- Health savings account and/or flexible spending account
- Dependent care flexible spending account
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) program with employer match
- Employee Stock Purchase Plan
- Paid time off programs, including holiday pay, jury duty, and bereavement
- Disability insurance coverage
- Maternity and parental leave
- Educational assistance
- Wellness program with financial incentives
- Incentive-eligible compensation based on company, business, and/or individual performance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
