Virtual Banker (Bilingual)

Description

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.

This is a hybrid position that requires on-site attendance for training and, thereafter, two days per month. Candidates must reside within a reasonable commuting distance of Moosic, PA.

Essential Functions

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.

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 upon 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.

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 geographic footprint