Virtual Banker

Position Summary:

Serves a vital role in helping our virtual branch obtain goals, while providing industry leading customer service. Through our virtual customer platform, responsible for providing excellent service to our customers in accordance with First Federal Lakewood policies. Will have the ability to open deposit accounts, sell bank products and services, proactive calling and cross-selling, assisting customers with maintenance requests, and resolve customer service issues. Responsible for uncovering additional customer needs and referring them to the appropriate business partner. 

Duties and Responsibilities:

1. Interacting with customers electronically through our virtual branch, delivers superior customer service with a friendly demeanor, can-do attitude, and willingness to always help.
2. Serves as the main-point of contact for virtual branch customers: develop and retain the customer base, greet by/use name, have knowledge of account ownership, and be responsive and timely with correspondence and problem resolution; opens accounts for new customers and prepares new account paperwork, applications and requests required identification; provide additional information to customers regarding promotions, contests and new account options; proactively identify and inform customers of account status deficiencies and disputed transactions while providing options to resolve; answer questions, and/or direct appropriately, customer concerns regarding banking products.
3. Maintain a position of trust and responsibility by keeping all customer business confidential. Ensures consistent application of all operational and risk management standards, and data/IT security policies. Complies with all applicable banking regulations and guidelines. 
4. Initiate conversations to uncover customer needs and match with existing services. Refers customers to appropriate platform associates within the branch.
5. Proactively seeks new business opportunities to expand existing customer relationships, cross-sell lending, deposit and treasury products, and seek new prospect opportunities. Make calls via phone or Microsoft Teams to clients and/or prospects on a weekly basis to meet calling goals of the branch while recording these activities.
6. Consistently meets or exceeds, lending, deposit, treasury and referral goals. 
7. Works closely with other team members and departments to handle client service issues and to cross sell other bank products.
8. Represents the bank in civic and community functions to further enhance the bank’s visibility while increasing business development efforts.
9. Continuously strives to develop working knowledge of the complete line of products and services offered as well as industry best practices and standards. Attends focused training and development sessions to continually improve sales and presentation skills, lending knowledge, treasury management knowledge, and any other applicable banking knowledge.
10. Will perform special projects as assigned.
11. Other duties as required.

The duties outlined above are a summary and may not be an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. All job descriptions may be amended at any time at the sole discretion of FMHC.

Qualifications and Skills:

1. Minimum 2 years of relevant banking and/or financial service experience including strong understanding of lending laws, regulations and guidelines is required. 
2. Proficiency in MS Office [Outlook, Excel, Word] or similar software is required.
3. High school diploma is required, bachelor’s degree in accounting, finance, statistics, business or other related field or equivalent experience is preferred.
4. Cleartouch, OnBase, CRM software and related software/web portals is preferred. 

Necessary competencies:

1. Accountability
2. Resilience
3. Communication
4. Service Orientation
5. Resourcefulness
6. Interpersonal Awareness
7. Collaboration
8. Decisiveness

Physical Environment:

• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.
• The employee must occasionally lift and/or move up to 25 pounds.
• The noise level in the work environment is usually quiet to moderate.
• This position is performed in an office setting, five days a week with typical work hours being 8.30a through 5.15p.
• Limited travel may be required.