Virtual Banking Center Specialist

Description

The Virtual Banking Center Specialist provides high quality customer service and operational support across all virtual banking channels while delivering an excellent customer experience, supporting sales and relationship growth, ensuring compliance and in alignment with PSBT’s mission, values, and One Bank / One Team / One Brand culture.

Essential Functions/ Duties

The following duties are representative of the essential functions of the position.

• •Provide professional, timely customer support across all virtual channels, including inbound and outbound interactions and scheduled Saturday service coverage.
• •Identify customer needs, resolve inquiries accurately, promote appropriate bank products and services, and generate sales leads and referrals.
• •Serve as a mentor and subject matter resource for team members by modeling best practices, providing real-time coaching, and supporting on-the-job training.
• •Utilize CRM and banking systems to document customer interactions, track follow-ups, and support relationship management efforts.
• •Support daily operations with a strong focus on accuracy, efficiency, and continuous process improvement.
• •Collaborate with team leaders, senior specialists, branches, and internal departments to ensure seamless service delivery and operational consistency.
• •Maintain current knowledge of bank products, services, systems, and customer experience standards through ongoing training and development.
• •Adhere to all bank policies, procedures, compliance requirements, and risk management practices, including fraud and elder abuse awareness.
• •Assist with audit and examination preparation, documentation, and related inquiries.
• •Comply with Virtual Banking Center guidelines, including remote or hybrid work requirements where applicable.

Peoples Security Bank and Trust is an Equal Opportunity Employer

Requirements

Education/Training – Associate’s Degree or equivalent experience normally required with specialized bank operations training/ education

Knowledge/Skills/Abilities –

• •Demonstrated ability to deliver excellent customer service with professionalism, empathy, and sound judgment.
• •Strong interpersonal and communication skills, with the ability to communicate effectively with customers, peers, and internal partners verbally and in writing.
• •Proficient mathematical abilities and general knowledge of accounting principles and bank procedures.
• •Effective time management and organizational skills, with the ability to prioritize work, manage multiple tasks, and meet service expectations in a fast paced environment.
• •Moderate problem solving and analytical skills, including the ability to assess customer needs, research issues, and identify appropriate solutions.
• •Strong understanding of call center operations, customer experience, best practices, and basic sales techniques.
• •Ability to support departmental initiatives, process improvements, and assigned projects.
• •Moderate PC and technical skills, including proficiency with Microsoft Office applications such as Excel, Word, OneNote, and PowerPoint, as well as the ability to learn and navigate banking systems and digital tools.

Experience – At least 2 years of related experience is normally required.

Required Certifications/ Licenses – N/A

Travel Requirements – Travel within the Bank’s footprint

Scheduling – a rotating Saturday schedule is required

Ancillary Duties

Perform tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential job functions of this position, the employee is regularly required to sit, stand, talk, hear, walk, use hands and fingers, handle or feel objects, and reach with hands and arms. At times required to stoop, kneel, bend, crouch and lift up to 25 pounds. This position requires regular use of a computer.