What are the responsibilities and job description for the VIRTUAL PERSONAL BANKER position at Springs Valley Bank & Trust Company?
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
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
- 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
- High school diploma or equivalent.
- One year of call center, customer service, frontline or operation experience preferred.
- 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.