Virtual Banker

First National Bank Texas - Brownsville, TX

Full-time - Entry Level

Brownsville, TX

Credit Intermediation and Related Activities

About the position

The Virtual Banker at First National Bank Texas is responsible for providing exceptional customer service through various communication channels, including phone, live chat, and email. This role emphasizes building lasting relationships with customers while resolving inquiries and issues efficiently. The Virtual Banker will also cross-sell bank services and products, ensuring customer satisfaction and adherence to bank policies and procedures.

Responsibilities

• Assist customers via inbound/outbound calls, live chat, secure messages, and email with professionalism and urgency.
• Handle customer service issues directly to expedite solutions and solicit higher-level approval when necessary.
• Ensure accuracy and provide correct information to customers to resolve issues at the first point of contact.
• Cross-sell bank services and products to customers.
• Research and prepare responses to customer complaints and inquiries by collaborating with team members and managers.
• Build lasting relationships and create positive experiences to drive results and engagement levels.
• Resolve operational and/or technical issues in accordance with established policies and procedures.
• Maintain solid working relationships with all levels, departments, and locations within the bank.
• Meet critical deadlines and performance targets consistently.
• Be available to work all weekdays and holidays within bank operating hours.

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 mindset with a compassionate approach.
• Flexible, open-minded, and solution-oriented with the ability to adapt to a fast-paced environment.
• Demonstrate good judgment, analytical, and problem-solving skills.
• Detail-oriented with the ability to multi-task and manage multiple projects simultaneously.
• Regular and punctual attendance is a must.
• Must successfully pass a background investigation according to company policy.
• Must be authorized to work in the United States.