Virtual Banking Specialist

Role Summary:

The Virtual Banking Specialist provides outstanding service to customers by processing video banking machine transactions efficiently via the digital video teller system and assists customers via Chat Platform; follows established policies and procedures. Serves and retains existing and prospective customer relationships through effective sales of products and services. Performs account maintenance.

Principal Duties and Responsibilities:

• Enthusiastically support the Bank sales function by providing exceptional service to internal and external customers of the Bank.
• Assist customers and potential customers via Chat Platform and ITM video banking. Greet customers promptly and assist with inquiries regarding bank products, services, and procedures.
• Work to promptly resolve customer issues and follow up with customers to assure that satisfaction has been met.
• Accept and process deposits, withdrawals, loan payments, transfers and other transactions. Cash checks and process check orders for customers.
• Issue and perform maintenance of debit cards such as re-issues, blocks, and travel notices.
• Verify transactions; detect and resolve discrepancies.
• Balance ITM terminals assigned to Virtual Banking staff. Assist branch staff with balancing questions or issues.
• Educate customers on the use of the ITM and provide technical support while utilizing video banking.
• Report Chat Platform or ITM malfunctions to manager or Help Desk to troubleshoot.
• Keep current on various types of fraud trends to help protect the bank and its customers from potential fraud loss.
• Promote and sell products and services. Demonstrate knowledge and understanding of our products and services, as well as those offered by our competitors.
• Maintain good customer relationships and promote a positive image of Horicon Bank to all customers.

Additional Duties and Responsibilities:

• Assist employees with questions and concerns relating to internal virtual banking operations.
• Update knowledge and develop professionally on a continuing basis. Participate in internal and external training and development opportunities as required.
• Perform other duties as may be necessary to fulfill the responsibilities of this role.

Knowledge, Skills, and Abilities:

• High school diploma and a minimum of two years previous banking experience required.
• Computer literacy including experience with Office Suite, MS Word, MS Excel, and other computer software products.
• Understanding of bank products and services, including the rules, regulations, policies, and procedures.
• Exceptional customer service and good communication skills are necessary to adequately address customer inquiries and efficiently resolve conflict in the most appropriate manner while positively representing the bank.
• Must possess the ability to plan and prioritize work, exercise good judgment in all areas of responsibility, safeguard confidential information and work effectively under pressure and deadlines.

Working Conditions:

Work is performed in a pleasant office environment with minimal chance for personal injury. Frequent mental concentration is necessary for listening and responding to various situations. Must be able to lift and move up to 20 pounds unassisted. Some twisting, bending, and turning is required. Work hours are generally during normal business hours and may include some evening and weekend hours.

Employee Acknowledgement:

This role description describes the general nature and level of work performed by employee assigned to this role. It does not state or imply that these are the only duties and responsibilities assigned to the role. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to change over time, and to possible modification to reasonably accommodate individuals with a disability.

This role description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs to the employer and requirements of the role change.

Salary : $31,000 - $39,200