Virtual Experience Officer

ESSENTIAL RESPONSIBILITIES

• Develop and maintain a strong working knowledge of all relevant Bank products and services. Assist in product enhancements, recommendations or changes as assigned by Deposit Operations Manager.
• Open various retail products for Client.
• Cross-sell products and services of the bank by identifying existing Client’s needs and making recommendations.
• Assist clients at the point of contact through telephone, email, video conference, live chat communication and quickly adopt to emerging solutions such as FaceTime or ability to remote in for computer screen sharing.
• Assist Clients at the point of initial contact with all daily maintenance functions such as electronic Banking, BillPay, Mobile Banking, money and payment requests as well as and Debit Card related issues.
• Research and answer client inquiries; discuss products and rates.
• Research and verify account information, and resolve problems for clients as necessary.
• Complete other duties as assigned.
• Adhere to high ethical standards and comply with all policies/procedures/regulations/applicable laws.

ESSENTIAL SKILLS, EDUCATION AND EXPERIENCE

• High school diploma or equivalent preferred.
• Five years banking experience, preferably in Client Services, Consumer and Business Client Support with Telephone Banking or Call Center experience a plus.
• Must have skill sets for identifying client needs and determine suitable Bank products, organizational skills and computer skills
• Basic management skills and ability to write and conduct an objective employee performance review.
• Exceptional interpersonal communication skills to represent the Bank in a positive way in dealing with clients and other team members.
• Working knowledge of Microsoft Word and Excel.
• Strong organizational skills and priority setting, balancing internal and external client demands.
• Flexible work style and schedule that is energized by problem solving and helping others, enjoys challenges and thrives in an ever changing work environment.
• Ability to self-direct and make decisions based on policy and procedures.
• Ability to maintain confidentiality and exhibit a high degree of integrity.
• Extensive knowledge of retail banking rules, regulations, policies and procedures
• The ability to adjust to rapid change and willingness to be a team player.
• Maintain regular, consistent, and professional attendance, punctuality and personal appearance.
• Successful completion of compliance training deemed necessary by the Bank.

WORK CONDITIONS

• This position must be able to sit for long periods of time as position involves large amount of time spent at desk and computer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)