[Hiring] Virtual Experience Banker I @Southern First Bank

Role Description

Responsible for expanding and supporting client relationships via telephone and electronic communication methods. Offers appropriate bank products and services and provides quality client service.

• Assist clients at the point of contact through telephone, email, video conference, live chat communication and quickly adopt to emerging solutions.
• Support client needs involving daily maintenance functions such as electronic Banking, BillPay, Mobile Banking, Money Movement, Payment requests as well as Debit Card related issues.
• Research and answer client inquiries and resolve problems for clients as necessary.
• Offer appropriate products and services of the bank by identifying existing Client’s needs and making recommendations.
• Develop and maintain a strong working knowledge of all relevant Bank products and services.
• Adhere to high ethical standards and comply with all policies/procedures/regulations/applicable laws.
• Complete other duties as assigned.

Qualifications

• Proficiency in use of computers, and basic office equipment such as copiers, printers, fax machine, telephones, etc.
• Interpersonal communication skills to represent the Bank in a positive way in dealing with clients and other team members.
• Proficiency in Microsoft Outlook, Word and Excel.
• Ability to maintain confidentiality and exhibit a high degree of integrity.
• Extensive knowledge of retail banking rules, regulations, policies and procedures.
• Maintain regular, consistent, and professional attendance, punctuality and professional appearance.
• Successful completion of compliance training deemed necessary by the Bank.

Requirements

• Support clients with consumer online banking, debit card inquiries, password resets, and general account maintenance.
• Support clients with consumer and business online banking, debit card, ACH, wires, password reset, and disputes.
• Manage end to end dispute process.
• Support client money movement activities which include Consumer and Business ACH and wires.
• Rotate to retail office locations as needed to support clients in person.
• New account opening for existing clients.
• Support Client Experience Officers by assisting in daily maintenance of existing relationships to include support for Electronic Funds Transfers and account openings.
• Work closely with Client Experience Officer/Client Experience Relationship Team to handle any client retail deposit needs in the absence of the Client Experience Officer.
• Educate clients on bank services, products, and digital capabilities by developing and maintaining a strong working knowledge of all relevant Bank products and services.

Benefits

• High school diploma or equivalent.
• Five years of banking experience, preferably in Client Services, Consumer and Business Client Support with Telephone Banking or Call Center experience.
• Experience with Bank systems and software such as: Horizon XE.

Behavioral Competencies

• Cooperative
• Supportive
• Responsive
• Abides by rules and structure
• Willing and Helpful
• Quick to respond to others

Work Conditions

• This position must be able to sit for long periods of time as the position involves large amount of time spent at desk and computer.
• Standard office environment with climate control, and sufficient lighting.

Physical Requirements

• Ability to sit for up to eight hours.
• Ability to hear or see telephone ringing and respond to telephone calls.
• Ability to perform work on computer using Bank Systems and software.