VIRTUAL PERSONAL BANKER

Springs Valley Bank & Trust Company•Jasper, IN

20d•$17 - $19

About The Position

The Virtual Personal Banker supports customer Interactive Teller Machine (ITM) transactions through effective interpersonal interactions, excellent customer service, and accuracy. The role answers customer service calls and online chats, resolves questions and issues, handles complaints, completes transactional requests, conducts research and follow-up, and assists with other department duties.

Requirements

High school diploma or equivalent.
General knowledge of financial products, servicing, and operational procedures.
Excellent sales and interpersonal communication skills.
Excellent analytical skills and the ability to troubleshoot problems.
Ability to work well with others in a fast-paced environment and adapt regularly to technology changes.
Fluency in computer applications, including Microsoft Office programs.

Nice To Haves

One year of call center, customer service, frontline, or operations experience.

Responsibilities

Efficiently and accurately perform ITM functions, including accepting deposits and loan payments, disbursing cash or check withdrawals, balancing daily transactions, posting transactions to customer accounts, maintaining customer records, and transferring funds as directed.
Answer phone calls and online chats professionally; research issues, respond to inquiries, handle and resolve complaints, and route calls and chats to appropriate departments.
Provide business and consumer customers with digital banking support.
Build customer relationships through the ITM, identify sales opportunities, and cross-sell products and services.
Review mobile deposits, merchant capture transactions, and X-9 files.
Complete time-sensitive documents and reports, including currency transaction reports, suspicious activity reports, and hold forms; identify and escalate the priority of issues.
Index documents, balance ITMs and ATMs, verify wires, and perform maintenance as needed.
Respond to after-hours call messages and call customers from the Enfact Call list to confirm card transactions.
Perform Certificate of Deposit maintenance and review and mail notices.
Adhere to compliance laws, regulations, and established Bank policies and procedures, including the Bank Secrecy Act and Anti-Money Laundering requirements; review activity and reports for potential fraud.
Achieve individual sales, referral, operational, and community involvement goals.
Perform other duties as assigned.