What are the responsibilities and job description for the Virtual Banking Specialist position at Highpoint Community Bank?
This position is an in-person role working in a call center environment accepting inbound calls from customers and servicing customers through our Interactive Teller Machines (ITMs). This position is located in Middleville, Michigan.
Summary: Plays pivotal role in revolutionizing the way we serve our customers and build relationships through call center and virtual interactions. Provide outstanding customer service and identify sales opportunities with customers through video connections, calls and chat platforms. Ensure that each transaction performed through the ITM (Interactive Teller Machine) is processed accurately and efficiently. Ability to perform in a complex, multi-functional environment. Candidates must be customer service focused with excellent verbal and written communication skills.
Principal Responsibilities:
- Delivers an outstanding virtual banking experience by providing exceptional customer service and connecting quickly with customers to identify and understand their financial service needs through active listening.
- Represents HCB in a knowledgeable, friendly, and professional manner across all platforms.
- Demonstrates a high degree of accuracy and attention to detail.
- Strictly adhere to all regulatory and bank established policies and procedures.
- Safeguard customer information and transactions, maintaining the highest level of data security.
- Displays knowledge, provides guidance and expertise in all HCB products and services and effectively offers customized solutions to meet their financial goals.
- Educates customers on the use of ITMs, HCB digital banking platforms, mobile apps and other online resources ensuring they can easily access and manage their accounts
- Monitors ITMs to ensure full functionality. Resolves minor issues with more complex issues
referred to servicing or maintenance. - Receives checks and cash for deposit, verifies amounts, and examines checks for endorsements.
- Cashes checks and pays out money after verification of signatures and customer balances.
- Issues computer generated receipts.
- Places holds on checks as appropriate.
- Responsible for completing on-boarding calls for the bank according to established guidelines and scripts.
- Supports Remote Deposit Capture function.
Requirements: High school diploma or equivalent and three to six months training and experience in a call center or banking environment are required for proper efficiency and execution. A pleasant, courteous personality, a focus on accuracy and patience to work with difficult customers are necessary. Strong communication skills, both written and verbal. Excellent problem-solving abilities and attention to detail. Knowledge of various computer functions is required. Incumbent must be able to maintain confidentiality of customer information. A professional attitude and appearance are necessary. A working knowledge of bank products and services and the ability to refer and sell those products and services is essential. Ability to work independently and part of a team.
