Virtual Banker Coordinator - On site in office (Not remote)

Capital City Bank Group; Tallahassee (FL); Remote; USD 35,000 - 50,000; Full time

Job summary

A leading financial institution is seeking a Virtual Banker Coordinator who will manage virtual transactions and enhance client relationships through exceptional service. This role focuses on utilizing the Interactive Teller Machine (ITM) and requires strong communication and organizational skills. Candidates should have previous teller experience and be ready to train others, ensuring high standards of service and compliance with company policies.

Benefits

Medical, Dental and Vision

401(k) with Matching

Tuition Assistance

Discounts on Products and Services

Qualifications

• Must possess at least one year of teller experience.
• Ability to prioritize work and multi-task.
• Proficiency in data entry / typing.

Responsibilities

• Handles virtual teller transactions via Interactive Teller Machine (ITM).
• Provides training and coaching to new Virtual Bankers.
• Cross-sells products and services to clients.

Skills

Communication

Organizational Skills

Problem Solving

Education

High School Diploma or Equivalent

Job description

Virtual Banker Coordinator - Capital City Bank - More than your bank, your banker.

9 a.m. - 6 p.m.

General Summary

This position will handle virtual teller transactions of a routine nature via Interactive Teller Machine (ITM) in a courteous and professional manner while providing excellent client service and retention through accurate and expeditious entries. The candidate should focus on strengthening relationships by offering new or additional products and services while keeping in mind some interactions may require deviation from standard screens, scripts, and procedures. The associate requires above-average knowledge of the company structure and its products and services to maximize the profit potential of each client via virtual channels. Associate must have strong team-oriented verbal communication, ability to handle multiple tasks, and possess strong organizational skills. This position also serves as the first line resource for the Virtual Bankers and has an emphasis on ongoing training and coaching.

All associates at Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.

Principal Duties and Responsibilities

• Performs multiple advanced-teller duties including, but not limited to; account maintenance, deposits and withdrawals, loan payments, check ordering, stop payments, endorsement verification, debit card maintenance, verification of funds, bank online resets, and end of day balancing.
• Communicates and conducts transactions with clients via interactive teller kiosk (ITM).
• Provides overrides for client requests that exceed authority of the Virtual Banker, including large amounts, closed accounts, dormant accounts, and positive pay.
• Tier 1 catch all for questions by obtaining and maintaining a high understanding of products, services, procedures, risks, vendors, and other pertinent information.
• Handle unique client requests which require special attention. Educating clients on products, services, requirements, risks, and disclosures to prevent situation from reoccurring.
• Research transactions, disputed fees, accounts, signers, and missing transactions.
• Oversees ITM remains functional. Makes service requests and follow through on work orders. Ensure ITM is fixed timely, monetary outages tracked and reconciled, and watch for repeated servicing needs when machine is unresponsive, incorrect branding, running slow, or needs a diagnostic check.
• Tickets for the balancing of machines and correcting accounts. Creating, reviewing, and approving tickets to be run. Preventing incorrect tickets from processing.
• Performs initial training for new associates and ongoing reinforcement training through live monitoring, observing and coaching of Virtual Bankers’ client interactions in the areas of accuracy, understanding, responsiveness, and Client Service Excellence.
• Daily scheduling of lunch to keep associates on track as much as possible, especially during busy days when lunch times can easily get delayed.
• Will take the lead as Second in command when Virtual Banking Experience Manager is not available and scheduled times during the department’s extended hours.
• Cross-sell relevant products and services and refers clients to other departments, as appropriate.
• Consistent and timely completion and retention of monthly reporting.
• This position is in office.

Employer determines the essential functions of the job.

All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans, with department managers setting the standard.

Associated Duties

• Provides additional support to manager and department colleagues.
• Participates in departmental initiatives for growth and innovation.
• Completes research and projects as assigned.
• Completes all assigned / required Bank training within established timelines.

Knowledge, Skills and Abilities (KSAs) Required

The following KSAs are usually acquired through work experience and / or specialized course(s) :

• Must be familiar with the internet, mobile apps, and navigating software platforms.
• Ability to exercise sound and reasonable judgment.
• Ability to apply initiative and work with little supervision.
• Ability to prioritize work and multi-task.
• Ability to communicate effectively and interact positively with others.
• Ability to follow detailed instructions and a wide range of procedures requiring some judgment.
• Proficiency in data entry / typing.
• Must possess at least one year of teller experience.
• Lead teller or Supervisory experience perferred.

Education

• Minimum, high school diploma or equivalent required. Call Center or banking experience a plus. Successful completion of in-house training program or other approved training program.

Working Conditions

• Regular contact with clients, associates, and supervisors in an open cubicle environment.
• Communication via virtual teller technology, phone, e-mail, and internal messaging systems.
• All virtual teller transactions recorded; reviewed for monthly quality assurance.
• Multi-task using several computer applications.
• Fast pace and occasional stressful situations.
• Ability to sit for long periods of time.
• In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.

Capital City Bank associates are our greatest asset. We offer the following benefits

• Medical, Dental and Vision
• Life Insurance
• 401(k) with Matching
• Flexible Spending Accounts
• Tuition Assistance
• Stock Purchase
• Discounts on Products and Services

EOE / Protected Veterans / Disabled / Drug Free

The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job that is described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT . This job description does not restrict Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.

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