Virtual Branch Agent

Description

 The Virtual Branch Agent role allows employees to fully execute on First Bank Midwest brand purpose: To Care, Educate & Serve to Inspire a better future for all. A Virtual Center Agent (VCA) typically serves their customers virtually, depending on the needs of the customer. The primary role of a VCA is to understand their needs and match financial solutions the bank offers to help the customer achieve Financial Well-Being, in a friendly, ethical, and efficient manner. VCA may process virtual transactions in accordance with bank procedures; record all transactions accurately; open new accounts; be a virtual notary; maintain the escalation desk; be a source for retail questions and balance each day's operations. Hours vary and include Saturdays. 

Requirements

Job Responsibilities 

1. Customer Service and Sales.

a. Properly document all transactions.

b. Educate customers on solutions that meet their needs, including new accounts, services, and digital.

c. Maintenance accounts by changing addresses and names; order checks and closing accounts as needed. 

d. Assist customers by answering financial questions, exposing fraud, explain bank services and service charges. 

2. Escalation desk

a. Answer in-bound calls timely and work to address customer needs in first contact through use of available resources.

b. Properly verify customer identity, listen, and empathize with customers to determine root cause of problems and defuse tension.

c. Utilize warm transfer skills in transferring customers to subject matter experts.

d. Adept in problem resolution and solutions minded (Internal/External) especially unique situations that require unique solutions.

3. Document, Report and Track

a. Properly document, report and manage customer complaints, escalating priority issues.

b. Maintain accurate procedures to support Virtual Center activities.

c. Maintain accurate customer information on the core system and in CRA system.

d. Properly balance ITM’s and place service calls as needed.

4. Contact Center Chat/Text and Secure messaging

a. Engage in our new communication methods.

b. Keep messaging secure.

5. Champion and support the Core Value and Customer Care Standards of First Bank Midwest

  6. Other Duties as Assigned.

Competencies Required 

1. Competency #1: Customer Relations

· The   degree which customer service and professional rapport is demonstrated in the   day-to-day business environment. Such   as being polite and attentive, or focused on the needs of the customer.

2. Competency #2: Attitude and   Accountability

· The   degree to which one is positive, constructive, and supportive toward   customers, employees, and the company. The level of enthusiasm and commitment   demonstrated in job performance. The   level of which one is answerable and responsible for actions and performance   either individually or on a team

3. Competency #4: Teamwork & Cooperation / Organization   Relations

· The   degree to which the employee works with peers and other internal departments   to create a collaborative, cooperative, and productive working   environment. The level of response to   customer requests, both internally and externally. Anticipation and control   of obstacles. The level of demonstrated team, sensitivity, support, and   respect. 

4. Competency #5: Attention to Detail

· The   level at which tasks are performed carefully, accurately, and in accordance   with specific instructions. Consistency of work quality and compliance with   standards, requirements, and expectations. The tracking of numerical data and   detailed organizational information, and the careful application of grammar,   spelling, and punctuation rules.

5. Competency #6: Job   Knowledge (Basic)

· The   level of knowledge, skills and education required to perform job duties, and   their application to job functions. Commitment to expanding knowledge,   skills, and/or education.

6. Competency #7: Productivity

· The   level of work output or efficiency as compared to a standard or compared to   others. The ability to use time and resources well.