VIRTUAL PERSONAL BANKER

JOB DESCRIPTION: VIRTUAL PERSONAL BANKER

DEPARTMENT: Operations

CLASSIFACTION: Non - Exempt

REPORTS TO: Operations Manager

SUPERVISES: No supervisory responsibility

SUMMARY: Supports customer Interactive Teller Machine (ITM) transactions through effective interpersonal interactions, excellent customer service, and accuracy. Answers customer service calls and online chats and resolves individual's questions and issues, handles complaints, completes transactional requests, performs research, follows-up on customer issues, and assists with various duties within the department.

Effective Date: February 19, 2025

MAJOR DUTIES & RESPONSIBILITIES:

• Responsible for the efficient, effective, and accurate performance of ITM functions which includes

accepting deposits and loan payments, disbursing cash or check withdrawals, balancing daily transactions, posting transactions to customer accounts, maintaining customer records, and transferring funds from accounts as directed.

• Answers phones and online chats professionally, research issues, responds to inquiries, handles and resolves complaints, and routes calls and chats to appropriate departments.
• Provides business and consumer customers with digital banking support.
• Develops relationship with customers via the ITM to identify sales opportunities and cross-sell products and services.
• Reviews mobile deposits and merchant capture transactions and X-9 files.
• Completes time-sensitive documents and reports as needed (currency transactions reports, suspicious activity reports, and hold forms) and identifies and escalates priority of issues.
• Indexes documents, balances ITM and ATM's, verifies wires, and performs maintenance as needed.
• Responds to after hour call messages, calling customers from Enfact Call list confirming card transactions.
• Certificate of Deposit Maintenance, review and notices mailings.
• Responsible for adhering to compliance laws, regulations, and established Bank policies and procedures, including Bank Secrecy Act and Anti-Money Laundering. Reviews activity and reports for potential fraud.
• Actively achieves individual sales, referral, operational, and community involvement goals.
• Performs other duties as assigned

EDUCATION & EXPERIENCE:

• High school diploma or equivalent.
• One year of call center, customer service, frontline or operation experience preferred.

KNOWLEDGE, SKILLS, AND ABILITIES:

• General knowledge of financial products, servicing, and operational procedures.
• Excellent sales and interpersonal communication skills.
• Excellent analytical skills and the ability to troubleshoot problems.
• Ability to work well with others and in a fast-paced environment with the need to adapt to technology changes regularly.
• Fluency in computer applications, including Microsoft Office Programs.