Virtual Banking Advisor I

Description

SUMMARY

The Virtual Banking Advisor I is responsible for assisting clients virtually but not limited to Face2Face, video calls, chat, email & phone calls. Promote the Bank’s products and services to external and internal clients and consumers. Fulfills a multitude of client service requests (including but not limited to processing financial transactions, account maintenance, password resets, resolving client concerns) accurately, efficiently and effectively in accordance with the Bank’s policies and standard operating procedures.

ESSENTIAL DUTIES AND RESPONSIBILITES

• •Assists/Advises clients by electronic delivery systems with transactions via Face2Face (ITM), video calls, phone calls, chat, and/or email.
• •Responsible for knowledge and expertise in utilizing client interface technology, electronic delivery systems and numerous software applications used by the Bank.
• •Assists/Advises clients by electronic delivery systems with new account services (including additions or changes in client accounts).
• •Proactively cross sells via electronic delivery systems by identifying sales opportunities and follows referral procedures
• •Responds to client inquiries via electronic delivery systems for information and helps to resolve client questions/ issues/complaints in a courteous, timely manner.
• •Monitor and work within a team environment to ensure queues are handled within established departmental standards.
• •Projects a positive and highly professional image of the Bank by providing high quality client service.
• •Reviews electronic banking reports and processes as applicable.
• •Maintains pending online account opening applications.
• •Achieves established goals, both individual and departmental.
• •Completes customer research requests.
• •Appropriately uses supervisory authority in support of certain product transactions.
• •Complete all internal Company training as assigned and required.
• •Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
• •Exhibit the ability and desire to embrace and enhance the Company culture.

GENERAL EXPECTATIONS

• •Protects the confidentiality of all financial data relating to bank operations and their clients.
• •Demonstrate professionalism, accuracy, and discretion in handling sensitive client and operational information.
• •Maintain a deep understanding of Charlesbridge’s banking platforms, policies, and compliance priorities.
• •Participate in ongoing training and development to remain current with digital banking technologies and best practices.
• •Adheres to the CARE model, demonstrating Client Focus, Accountability, Respect, and Excellence.
• •Available to work flexible hours 7AM-7PM, including Saturday 7AM-2PM.
• •Other duties, both related and unrelated to the above, may be assigned and, therefore, required.

Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

SUPERVISORY RESPONSIBILITIES

Not applicable

Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• •High School Diploma or GED required
• •24 months Banking Experience and/or Call Center experience or equivalent combination
• •Experience with electronic delivery systems including Internet Banking, Mobile Banking/Mobile Deposit, eStatements, Bill Pay, Teller Platforms, etc. is preferred.

SKILLS

• •Ability to present information clearly in one-on-one or small-group settings.
• •Professionalism, courtesy, and patience when dealing with client issues.
• •Demonstrates an attention to accuracy
• •Strong commitment to quality and completeness
• •Knowledge of new account services and account maintenance and online account opening platforms and onboarding processes.
• •Ability to identify sales opportunities via digital channels.
• •Responds to opportunities to cross-sell products and follow referral procedures.
• •Ability to resolve client concerns across various digital channels (chat, phone, video, email).
• •Apply common-sense reasoning to varied client situations.
• •Perform basic math calculations (interest, percentages, rate-related issues).
• •Ability to manage multiple queues and tasks in a fast-paced virtual environment.
• •Basic knowledge of the banking and financial services industry including federal laws and regulations
• •Willingness to gain new knowledge and technical skills.
• •Intermediate typing skills to meet the production needs of the position.
• •Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
• •Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk; use sufficient hand, arm and finger dexterity or feel objects, tools or controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

KEY POINTS

For those seeking to deliver the latest financial solutions rooted in trustworthy, high-quality service, Charlesbridge, a mutual bank holding company, provides operational support, resources, legacy, and innovative thinking to financial institutions so they can deliver a suite of flexible, personalized solutions designed to meet the evolving needs of our clients and our communities. Our local roots, dedication to the communities we serve, loyalty to our people, and commitment to excellence ensure that we remain a trusted partner in an ever-evolving financial journey, today and tomorrow. While our employees are committed to helping our clients, we are committed to our employees. To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance, and many other benefits.

Charlesbridge is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or