Virtual Banker

Description

*This position is based on site at our location in Lake Odessa, MI. This is not a remote role.*

Position Summary

The Virtual Banker will engage with customers in a blended contact center environment consisting of telephone, interactive video, web chat, secure mail and online banking interactions. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about Bank products and services, and cross-sells other products based on the customer's needs. These functions will range from basic to hard in complexity. Virtual Bankers strive to provide best in class customer experiences by personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. Virtual Bankers will work as part of a team under the direction of the Contact Center Manager and Contact Center Team Lead. The representative will be responsible for supporting department objectives through direct customer interactions, adhering to quality standards, and performing administrative tasks.

Essential Functions

Customer Service & Account Opening

•  Provide exceptional customer service through quality conversations and timely communications.
•  Conducts work in a Video Conference environment and in a variety of computer programs including Microsoft Office Suite, Mitel phone systems, Jack Henry Platform Video Conferencing System and others.
•  Ethically conducts operational tasks related to protecting customer and bank assets and related to regulatory compliance, including properly documenting account opening, completing logs and other records to document proper procedures, obtaining and ensuring the accuracy of all regulatory and procedural documentation.
•  Protects all customer information and bank trade secrets and business records as confidential, and follows all company policies for communication with clients, vendors and associates.
•  Provide front-line customer support through multiple service requests or inquiries submitted through email, Secure Mail, Web Chat or other Digital Banking Channels.
•  Process customer support requests and inquiries including, but not limited to: Reg E Inquires, Stop Payments, ACH inquires, Account Information. Close accounts, Password Resets etc.
•  Perform all tasks necessary to establish new accounts: Perform all due diligence required for new accounts, process applications, and deliver fulfillment materials, and upload approved accounts.
•  Maintain a personally professional and presentable appearance in all internal and external customer interactions.
•  Be fully proficient in the video banking system and online banking tasks.
•  Engage with customers in a professional and friendly manner while providing a positive brand experience during each customer interaction.
•  Maintains current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements; Employee Handbook policies; and Operations, Audit, and Security policies, through regular and thorough training.
•  Assist with troubleshooting and issue resolution tasks associated with the Video Banking system and liaise appropriately with Contact Center Management, branch, operations, and IT staff in problem identification and resolution.
•  Work with individuals in other departments (retail branches, deposit operations, online banking, and customer relations) to address Universal Banker and Call Center customer service issues and escalations.
•  Regular attendance is required, working at the worksite during regular contact center business hours and/or assigned hours including evenings and weekends.
•  Must have the ability to effectively cross-sell bank products and services.
•  Collaborates with team members during times of excess workload to pick up overflow.
•  Other duties as assigned from time to time by the Contact Center Manager or Contact Center Team Lead.

Operational Excellence

•  Responsible for knowing and adhering to appropriate security and emergency procedures.
•  Keep customer information in a secured area at all times while maintaining an organized work station.
•  Maintain knowledge of the bank’s policies and procedures.
•  Help coordinate branch document retention and destruction in accordance with the bank’s policies and procedures.

Sales & Referrals

•  Consistently meet or exceed sales referrals, as set by management. Proactively work to deepen both new an