Virtual Banker

Peoples Security Bank & Trust Company; Bethlehem (Northampton County); Sur place; USD 42 000 - 64 000; Plein temps

Résumé du poste

Peoples Security Bank & Trust Company is seeking Virtual Bankers to provide exceptional customer service and sales support across phone, chat, video, and digital channels. You will understand customer needs, offer tailored financial solutions, deepen relationships, and uphold the One Bank / One Team / One Brand culture.

Responsibilities include engaging customers to attract and grow relationships, resolving inquiries about deposits, loans, and digital services, promoting digital tools, and

Qualifications

• Associate's degree or equivalent experience with bank operations training/education.
• At least 4 years of related experience in customer service, sales support, and call center operations.
• NMLS registration or ability to obtain and maintain, as applicable.
• Strong leadership, coaching and mentoring abilities with advanced communication and emotional intelligence.
• Solid mathematical aptitude and general accounting knowledge; proficient with digital banking tools.

Responsabilités

• Engage and advise customers in a virtual environment to attract, retain, and grow relationships.
• Deliver high-quality service by resolving inquiries related to deposits, loans, fees, and digital services.
• Educate and support customers in the use of digital banking tools and technology-based services.
• Identify customer needs and refer clients to internal partners to deliver comprehensive solutions.
• Support onboarding outreach and participation in targeted sales campaigns.
• Manage inbound and outbound calls; de-escalate customer concerns with empathy and problem solving.
• Utilize bank systems to document interactions, track referrals, and manage follow-up.
• Maintain knowledge of bank products, services, systems, and procedures; participate in training.
• Collaborate with team members through knowledge sharing and teamwork.
• Consistently meet or exceed customer engagement, sales and referral goals; adhere to policies and risk management.

Connaissances

Leadership

Coaching

Mentoring

Communication

Emotional intelligence

Problem solving

Time management

Analytical thinking

Customer service

Sales support

Digital banking tools

PC skills (Excel/Word/PowerPoint)

Formation

Associate's degree or equivalent experience

Outils

Microsoft Excel

Microsoft Word

OneNote

PowerPoint

Description du poste

General Responsibilities

Virtual Bankers provide exceptional customer service and sales support to customers and prospects across phone, chat, video, and digital channels. They focus on understanding customer needs, providing tailored financial solutions, deepening relationships, and supporting daily operational activities-while reinforcing the Bank's One Bank / One Team / One Brand culture.

Essential Functions/ Duties

The following duties are representative of the essential functions of the position.

• 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 deposit accounts, 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.

Requirements

Education/Training

Associate's degree or equivalent experience normally required with specialized bank operations training/ education

Knowledge/Skills/Abilities

• 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.

Experience

At least 4 years of related experience is normally required, with demonstrated success in customer service, sales support, and call center operations

Required Certifications/ Licenses

NMLS registration or ability to obtain and maintain, as applicable

Travel Requirements

Travel within the Bank's footprint

Scheduling

a rotating Saturday schedule is required

Ancillary Duties

Perform tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending on individual circumstances.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential job functions of this position, the employee is regularly required to sit, stand, talk, hear, walk, use hands and fingers, handle or feel objects, and reach with hands and arms. At times required to stoop, kneel, bend, crouch and lift up to 25 pounds. This position requires regular use of a computer.

Equal employment opportunity, including veterans and individuals with disabilities.