Senior Virtual Banking Center Specialist

Jobtailor; Hallstead (PA); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Jobtailor in the United States is seeking an experienced Customer Experience and Operations Leader to serve as an advanced frontline resource across phone, email, chat, and co-browsing channels. You will deliver exceptional customer service while supporting sales goals and handling complex escalations with strong product knowledge and empathy.

The role includes mentoring Associates, coordinating daily operations, and partnering with Team Leaders to drive performance.

Qualifications

• Associate’s degree or equivalent experience with bank operations training.
• Strong leadership, communication, and motivational skills using emotional intelligence.
• Solid mathematical aptitude and working knowledge of basic accounting principles.
• Advanced understanding of bank products, procedures, and digital tools.
• Advanced customer service and relationship management skills.
• Consultative sales techniques.
• Strong judgment, strategic thinking, and decision-making skills.
• Analytical thinking, problem-solving, project management, and time management proficiency.
• Coaching, mentoring, and training support skills, including onboarding.
• Integrity, adaptability, confidentiality, and ethical judgment.

Responsibilities

• Serve as an advanced frontline resource across phone, email, chat, and co-browsing channels
• Deliver exceptional customer service and support customer experience, sales, and service goals
• Handle complex and escalated customer interactions using advanced product knowledge, judgment, empathy, and problem-solving skills
• Mentor, coach, and support Associates and Specialists through real-time guidance, onboarding, training, and best-practice modeling
• Assist Team Leaders with daily operations, workflow coordination, scheduling support, and team performance initiatives
• Identify customer needs, strengthen relationships, support sales opportunities, and make appropriate referrals
• Serve as a subject matter expert on bank products, services, systems, and regulatory requirements
• Participate in projects, process improvement initiatives, and documentation updates
• Monitor customer interaction volumes, trends, and performance metrics; assist with reporting and data preparation
• Collaborate across departments to ensure seamless service delivery and a unified customer experience
• Maintain compliance with internal policies, regulatory requirements, risk management practices, DR/COPE documentation, and remote/hybrid work guidelines when applicable
• Foster teamwork and reinforce the Bank’s mission, vision, values, and One Bank / One Team / One Brand culture
• Identify and report potential fraud, elder abuse, and suspicious activity
• Participate in incident response and audit preparation as required

Skills

Advanced Customer Service

Mentoring and Coaching

Bank Products Knowledge

Analytical Thinking

Consultative Sales

Regulatory Requirements

Risk Management

Project Management

Time Management

Emotional Intelligence

Education

Associate’s Degree

Bank Operations Training

Tools

Microsoft Office

Excel

Word

OneNote

PowerPoint

Job description

• Serve as an advanced frontline resource across phone, email, chat, and co-browsing channels
• Deliver exceptional customer service and support customer experience, sales, and service goals
• Handle complex and escalated customer interactions using advanced product knowledge, judgment, empathy, and problem-solving skills
• Mentor, coach, and support Associates and Specialists through real-time guidance, onboarding, training, and best-practice modeling
• Assist Team Leaders with daily operations, workflow coordination, scheduling support, and team performance initiatives
• Identify customer needs, strengthen relationships, support sales opportunities, and make appropriate referrals
• Serve as a subject matter expert on bank products, services, systems, and regulatory requirements
• Participate in projects, process improvement initiatives, and documentation updates
• Monitor customer interaction volumes, trends, and performance metrics; assist with reporting and data preparation
• Collaborate across departments to ensure seamless service delivery and a unified customer experience
• Maintain compliance with internal policies, regulatory requirements, risk management practices, DR/COPE documentation, and remote/hybrid work guidelines when applicable
• Foster teamwork and reinforce the Bank’s mission, vision, values, and One Bank / One Team / One Brand culture
• Identify and report potential fraud, elder abuse, and suspicious activity
• Participate in incident response and audit preparation as required

Requirements

• Associate’s degree or equivalent experience normally required with specialized bank operations training/education
• Strong leadership, communication, and motivational skills, using emotional intelligence to build trust and manage complex interactions
• Solid mathematical aptitude and working knowledge of basic accounting principles
• Advanced understanding of bank products, procedures, and digital tools
• Advanced customer service and relationship management skills
• Consultative sales techniques
• Strong judgment, strategic thinking, and decision-making skills
• Analytical thinking, problem-solving, project management, and time management proficiency
• Coaching, mentoring, and training support skills, including onboarding
• Integrity, adaptability, confidentiality, and ethical judgment
• Proficiency in Microsoft Office applications, including Excel, Word, OneNote, and PowerPoint
• Ability to learn and navigate banking systems and digital tools
• At least 3 years of related experience, with demonstrated success in customer service, sales support, and call center operations
• Travel within the Bank’s geographic footprint
• Rotating Saturday schedule required
• Ability to regularly use a computer and perform the stated physical requirements, including lifting up to 25 pounds

Core Competencies

Demonstrates advanced customer service and relationship management skills, with a strong understanding of bank products and procedures. Capable of mentoring and coaching team members while maintaining compliance with regulatory requirements and internal policies.

Highest-signal resume keywords

• Advanced Customer Service Skills
• Mentoring And Coaching
• Bank Products Knowledge
• Analytical Thinking
• Consultative Sales Techniques

Hard Skills

• Mathematical Aptitude
• Basic Accounting Principles
• Project Management
• Time Management Proficiency
• Problem-Solving Skills
• Decision-Making Skills
• Emotional Intelligence
• Customer Interaction Monitoring
• Fraud Identification
• Incident Response

Soft Skills

• Leadership Skills
• Communication Skills
• Motivational Skills
• Adaptability
• Integrity

Certifications & Qualifications

• Associate’s Degree
• Specialized Bank Operations Training

Industry Keywords

• Customer Experience
• Sales Support
• Call Center Operations
• Regulatory Requirements
• Risk Management Practices

Tools & Technologies

• Microsoft Office
• Excel
• Word
• OneNote
• PowerPoint