Virtual Banker

First National Bank Texas - Harlingen, TX

Full-time

Harlingen, TX

Credit Intermediation and Related Activities

About the position

The Virtual Banker position at First National Bank Texas involves providing exceptional customer service through various communication channels, including phone, live chat, and email. The role focuses on resolving customer inquiries, cross-selling bank products, and maintaining strong relationships with customers and team members. The ideal candidate will demonstrate professionalism, urgency, and the ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Assist customers via inbound/outbound calls, live chat, secure messages, and email.
• Handle customer service issues directly to expedite solutions.
• Solicit higher-level approval for situations exceeding personal authority.
• Ensure accuracy and provide correct information to resolve customer issues.
• Cross-sell bank services and products to customers.
• Research and prepare responses to customer complaints and inquiries.
• Build lasting relationships and create positive customer experiences.
• Resolve operational and technical issues according to established policies.
• Maintain solid working relationships with all levels within the bank.
• Meet critical deadlines and performance targets.
• Perform other tasks as requested by supervisors.

Requirements

• At least 18 years of age.
• High School Diploma or equivalent required.
• 6-12 months of banking or call center experience, preferably in customer service.
• 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 mindset with compassion.
• Flexible, open-minded, and solution-oriented.
• Good judgment, analytical, and problem-solving skills.
• Detail-oriented with the ability to multi-task and manage multiple projects.