Virtual Personal Banker

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Job description

Provide daily support by assisting customers via diverse contact channels to include: inbound/outbound calls, live chat, secure messages, and email with professionalism and urgency
Must display ability to toggle between multiple applications while assisting customers in the various channels
Handle customer service issues via direct interface with the customer in order to expedite solutions. Solicit higher level approval for all situations exceeding experience/training, department scope or assigned level of authority.
Ensure accuracy and provide correct information to customers to resolve issues and exceed customer expectations at first point of contact
Cross-sell bank services and products
Responsible for researching and preparing the proper response to customer complaints and inquiries by interacting with team members, employees and managers in the branches/ lending and support departments as needed to complete assigned task
Operate with an emphasis on building lasting relationships and creating positive experiences to drive results and engagement levels
Responsible for resolving operational and/or technical issues in accordance with established operating policies and procedures
Knowledgeable of all FCBI systems and procedures and must adhere to policies and procedures
Establish and maintain solid working relationships with all levels, departments, and locations within FCBI
Consistently meets critical deadlines and other performance targets or requirements
Must be available to work all weekdays and holidays, within Bank operating hours
Perform other tasks requested by supervisors as they relate to the bank and its functions

Physical Requirements:
Must be able to remain in a sitting stationary position for extended periods of time
Constantly operate a computer and other office machinery
Ability to lift up to 25 pounds

FCBI is an equal opportunity employer. Requirements At least 18 years of age
High School Diploma or equivalent required
6-12 months of banking or call center experience (preferably in a customer service capacity)
Proven professional writing ability
Ability to type 30-45 wpm
Working knowledge of Microsoft Office including Excel and Word
Excellent oral, written, phone etiquette and interpersonal communication skills
Superior customer service (internal and external) with a compassionate customer service mindset
Flexible, open-minded and solution-oriented with the ability to adapt to a fast-paced and changing environment
Demonstrate good judgment, analytical and problem solving skills when making decisions
Detail oriented and ability to multi-task and manage multiple projects and difficult situations or individuals, all simultaneously while consistently meeting deadlines
Regular and punctual attendance is a must
Must successfully pass background investigation according to company policy
Must be able to get along with co-workers and work effectively in a team environment
Must be authorized to work in the United States

Must be bilingual in English/Spanish

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