Virtual Banker

First National Bank Texas - Olmito, TX

Full-time

Olmito, 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 calls, live chat, and email. The role emphasizes building lasting relationships with customers while resolving inquiries and issues efficiently. The banker will also be responsible for cross-selling bank products and services, ensuring compliance with company policies, and maintaining a high level of professionalism in all interactions.

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.
• Resolve operational and technical issues in accordance with established policies and procedures.
• Establish and maintain solid working relationships with all levels and departments within the bank.
• Meet critical deadlines and performance targets consistently.
• 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 words per minute.
• Working knowledge of Microsoft Office, including Excel and Word.
• Excellent oral, written, phone etiquette, and interpersonal communication skills.
• Superior customer service skills with a compassionate mindset.
• 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 able to work effectively in a team environment.
• Must be authorized to work in the United States.