POSITION PURPOSE AND OBJECTIVES:
The Virtual Banker is responsible for providing outstanding personalized service to all Republic Bank clients via video interaction. This includes processing a high volume of multiple financial transactions, balancing each day’s transactions and verifying cash totals, and following all departmental procedures and bank policies. The Virtual Banker will place a strong emphasis on cross-selling bank products while insuring a high quality of service is delivered to our clients.
•High school diploma or equivalent required; some college preferred.
•Minimum of 2 years previous banking experience required; Teller experience preferred.
•Superior knowledge of bank products and services required.
•Must have good communication skills in a face to face customer environment and be comfortable being on camera at all times.
•Experience communicating via virtual technology preferred.
•Must be able to recognize sales opportunities preferred.
•Technology proficient - strong core technology skills, coupled with the ability to quickly learn and effectively use new technology.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
•Greet all clients via teleprompter in a timely, professional manner.
•Effectively use bank resources, procedure manuals and reference materials to independently service client inquiries.
•Process all Interactive Teller Machine (ITM) transactions through video interaction efficiently and accurately while providing quality customer service and building customer loyalty.
•Promote usage of the new Interactive Teller Machine (ITM) with clients and Republic Bank Associates.
•Responsible for providing a variety of customer service functions via Interactive Teller Machines. This may include processing complex and high risk transactions with the ability to waive fees within set limits and increase check card limits within set limits.
•Responsible for balancing each day’s transactions and verifying cash totals while meeting Republic’s standard of performance.
•Resolves client inquiries with a strong emphasis on cross selling bank products and services that complement the client relationship.
•Responsible for maintaining confidentiality of client account information.
•May prepare reports as assigned from NetManager to provide information on statistics and improvement initiative.
•Meet all departmental and individual service standards.
•Maintain a high level working knowledge of Interactive Teller Machine and TellerNow!, following the guidelines established by the Interactive Teller Department.
•Responsible for following Republic Security procedures.
•Ensure adherence to scheduled shift start times and break times to optimize availability.
•Willingly performs all other duties and projects as assigned.
INTERPERSONAL SKILLS AND COMPETENCIES REQUIRED:
•Strong communication skills (including verbal and non-verbal) and active listening skills.
•Requires a high energy level and strong sense of urgency.
•Must be self-motivated and able to work in a fast paced, team environment.
•Must be well organized and able to multi-task.
•Must possess the decision-making ability and problem solving skills to offer a variety of solutions.
•Must be comfortable being on camera at all times while servicing clients.
•Comfortable with emerging technologies (e.g., virtual customer interactions).
The physical demands described here are representative of those that must be met by an associate 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 duties of this position, the associate is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The associate frequently is required to stand or walk. The associate is occasionally required to reach with hands and arms. The associate must occasionally lift and/or move 10 pounds. Specific vision abilities required by this position include close vision, and distance vision. The noise level in the work environment is usually moderate.
•Travel between Republic Banking facilities may be required.
•Flexible work schedule that will include some evenings, weekends and overtime.
•Occasional out-of-town travel is required.
•Stay abreast of new developments, best practices, and statutory and regulatory changes.
**The above is intended to describe the general content of and requirements for the performance of this position. It is not construed as an exhaustive statement of duties, responsibilities or requirements.