Virtual Teller / Communication Center Representative

The Union Bank Company•Columbus Grove, OH

21h•Onsite

About The Position

Under the direction of the Client Service Experience Manager, the Virtual Teller / Communication Center Representative provides experience to bank customers of all subsidiaries in an efficient and professional manner. This includes but is not limited to basic cash receipt and payment services, referral of products via the telephone or email, researching and resolving customer requests and answering customer inquiries regarding account maintenance, balance transfers, stop payments, statement requests, etc. Additionally, this person performs quality control functions, reporting, performance tracking, and provides a variety of customer savings, checking and credit account transactions via the ITM.

Requirements

High School diploma or GED required.
Must have the capacity to work under stress, have the ability to multi-task and handle difficult situations in a professional and respectful manner.
Flexibility to work until 7pm some days, often with short notice.

Nice To Haves

Prefer 1 year experience in related position in a financial institution or at least 1 year of customer service experience.

Responsibilities

Be able to perform all duties of a Virtual Teller.
Is responsible for comprehensive, prompt and efficient customer transactions.
Assist customers with resolution of account problems and issues.
Receives checks for cash for deposits to accounts, verifies amounts, examines checks for proper endorsement, and enters deposits into computer records.
Cashes checks and processes withdrawals; pays out money after verification of signatures and customer balances.
Receives mortgage, consumer loan and other payments and ensures the payments match balances due.
Enter payments into computer.
Generates customer receipts.
Receives and fields incoming chat messages from clients.
Research and resolve customer inquiries.
Comply with all department and company policies and procedures.
Receives and fields incoming customer service calls from customers.
Research and resolve customer inquiries.
Possesses knowledge of different deposit and loan procedures, different overdraft philosophies, different titling issues, and different ATM/debit card procedures of multiple banks.
Possess knowledge of all the bank’s online products including any new technology.
Should have knowledge of varying rates, fees, regulatory information and fund availability and varying state laws, personnel and geographic areas.
Responsible for knowledge and expertise in utilizing technology and numerous software packages used by the bank.
Accepts inbound and may make outbound calls to develop client relationships and to sell credit and deposit services.
Provides follow-up to ensure sales and customer satisfaction.
Cross-sell financial institution products and services, as required.
Follows up with customer e-mails.
Responsible for customer service functions related to the bank’s online presence including, but not limited to: Online Banking – Business and Personal - respond to customer questions, monitor functions. Mobile Banking and Zelle – respond to customer questions, monitor functions.
Keep abreast of changes in products, policies and procedures, and attend training as needed.
Reports malfunctions of ITM and other equipment used by Virtual Tellers.
Contribute to the fulfillment of department and company objectives and goals.
Performs other duties as assigned.