VIRTUAL PERSONAL BANKER

Springs Valley Bank & Trust Company; Jasper (IN); Remote; USD 32,000 - 42,000; Full time

Job summary

Springs Valley Bank & Trust Company seeks a Virtual Personal Banker to support ITM transactions and deliver excellent customer service. You will handle deposits, transfers, and digital banking interactions while building customer relationships.

The role requires strong communication, problem-solving, and accuracy in a fast-paced environment, with focus on compliance and timely issue resolution.

Qualifications

• High school diploma or equivalent.
• One year of call center or frontline customer service experience preferred.
• General knowledge of financial products and servicing procedures.
• Excellent communication and problem-solving abilities.
• Comfort with technology changes and digital banking tools.

Responsibilities

• Handle ITM transactions including deposits, loan payments, cash withdrawals and transfers.
• Answer phones and online chats, resolve inquiries and escalate as needed.
• Promote digital banking and identify cross-sell opportunities.
• Review mobile deposits, merchant capture transactions and X-9 files.
• Prepare currency transaction reports and suspicious activity reports as required.
• Maintain customer records and ensure compliance with BSA and AML.
• Respond to after-hours calls for card transaction confirmations.
• Perform miscellaneous duties as assigned.

Skills

Sales & interpersonal

Analytical skills

Troubleshooting

Customer service experience

Adaptability to technology changes

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

JOB DESCRIPTION: VIRTUAL PERSONAL BANKER

DEPARTMENT: Operations

CLASSIFACTION: Non - Exempt

REPORTS TO: Operations Manager

SUPERVISES: No supervisory responsibility

SUMMARY

Supports customer Interactive Teller Machine (ITM) transactions through effective interpersonal interactions, excellent customer service, and accuracy. Answers customer service calls and online chats and resolves individual's questions and issues, handles complaints, completes transactional requests, performs research, follows-up on customer issues, and assists with various duties within the department.

MAJOR DUTIES & RESPONSIBILITIES

Responsible for the efficient, effective, and accurate performance of ITM functions which includes accepting deposits and loan payments, disbursing cash or check withdrawals, balancing daily transactions, posting transactions to customer accounts, maintaining customer records, and transferring funds from accounts as directed.

• Answers phones and online chats professionally, research issues, responds to inquiries, handles and resolves complaints, and routes calls and chats to appropriate departments.
• Provides business and consumer customers with digital banking support.
• Develops relationship with customers via the ITM to identify sales opportunities and cross-sell products and services.
• Reviews mobile deposits and merchant capture transactions and X-9 files.
• Completes time-sensitive documents and reports as needed (currency transactions reports, suspicious activity reports, and hold forms) and identifies and escalates priority of issues.
• Indexes documents, balances ITM and ATM's, verifies wires, and performs maintenance as needed.
• Responds to after hour call messages, calling customers from Enfact Call list confirming card transactions.
• Certificate of Deposit Maintenance, review and notices mailings.
• Responsible for adhering to compliance laws, regulations, and established Bank policies and procedures, including Bank Secrecy Act and Anti-Money Laundering. Reviews activity and reports for potential fraud.
• Actively achieves individual sales, referral, operational, and community involvement goals.
• Performs other duties as assigned

EDUCATION & EXPERIENCE

• High school diploma or equivalent.
• One year of call center, customer service, frontline or operation experience preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• General knowledge of financial products, servicing, and operational procedures.
• Excellent sales and interpersonal communication skills.
• Excellent analytical skills and the ability to troubleshoot problems.
• Ability to work well with others and in a fast-paced environment with the need to adapt to technology changes regularly.
• Fluency in computer applications, including Microsoft Office Programs.

EOE, including disability/vets