Bilingual Virtual Banker - Hybrid Support

Peoples Security Bank & Trust Company; Moosic (Lackawanna County); Hybrid; USD 42,000 - 62,000; Full time

Job summary

The Peoples Security Bank & Trust Company is seeking a Hybrid Virtual Banker to deliver exceptional customer service across phone, chat, video, and digital channels. You will attract, retain, and grow customer relationships while promoting digital banking tools and solutions.

Requirements include an Associate’s degree or equivalent, 4+ years in customer service or sales support, and NMLS registration or ability to obtain.

Qualifications

• Demonstrates strong leadership, coaching, and mentoring abilities with advanced communication and emotional intelligence skills.
• Possesses solid mathematical aptitude, general accounting knowledge, and advanced understanding of bank products, procedures, and digital banking tools.
• Delivers advanced customer service and relationship management using consultative sales techniques to strengthen loyalty and outcomes.
• Exhibits strong judgment, strategic thinking, and decision making skills, supported by analytical, problem solving, project, and time management capabilities.
• Effectively coaches, trains, and mentors team members while maintaining integrity, confidentiality, adaptability, and ethical standards.
• Proficient in PC and technical applications, including Microsoft Excel, Word, OneNote, and PowerPoint, with the ability to manage escalated customer issues using a solution focused approach.

Responsibilities

• Engage and advise customers in a virtual environment to attract, retain, and grow relationships through inbound and outbound interactions.
• Deliver high-quality service by resolving inquiries related to deposits, loans, fees, and digital services with accuracy and professionalism.
• Educate and support customers in the use of digital banking tools and technology-based services to promote confidence and adoption.
• Identify customer needs and refer clients to appropriate internal partners (Loans, Cash Management, Merchant Services, Wealth Management) to deliver comprehensive solutions.
• Support onboarding outreach, follow-up communications, and participation in targeted sales and relationship-building campaigns.
• Manage inbound and outbound calls; de-escalate customer concerns using empathy and problem-solving skills.
• Utilize bank systems and MyPSBT to document interactions, track referrals, and manage follow-up activities.
• Maintain current knowledge of bank products, services, systems, and procedures; participate in ongoing training and development.
• Collaborate with and support team members through knowledge sharing, mentoring, and teamwork.
• Consistently meet or exceed established customer engagement, sales, and referral goals.
• Adhere to all bank policies, procedures, regulatory requirements, and risk management practices; support audit and examination requests as needed.
• Maintain NMLS registration or the ability to obtain and maintain registration, when required.

Skills

Leadership

Communication

Emotional intelligence

Math aptitude

Bank products

Sales skills

Customer service

Relationship management

Problem solving

Time management

Coaching

Ethics

MS Office

Education

Associate’s degree

Tools

Microsoft Excel

Microsoft Word

Microsoft OneNote

Microsoft PowerPoint

Job description

The Peoples Security Bank & Trust Company is seeking a Hybrid Virtual Banker to deliver exceptional customer service across phone, chat, video, and digital channels. You will attract, retain, and grow customer relationships while promoting digital banking tools and solutions.

Requirements include an Associate’s degree or equivalent, 4+ years in customer service or sales support, and NMLS registration or ability to obtain.