The Virtual Client Service Specialist (VCSS) will provide quality client service and handle client requests via the Interactive Teller Machine (webcam-based environment) and online chat/secure messaging. The VCSS will exercise sound judgement and decision making while providing outstanding personal and professional client service. VCSS will comply with Community Bank policies and procedures, including provisions of the Bank Secrecy Act (BSA). The VCSS will demonstrate our client service standards and are always professional and friendly.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Guides clients through the virtual experience and promotes the benefits of new technology.
• Serves the client in a professional, courteous, efficient manner through prompt handling of all transactions and demonstrates our client service standards with both internal and external clients.
• Responds to client or potential client inquiries regarding the operation of accounts, access to services, adding or reducing service features on various accounts, and assisting clients to receive the most benefit from service offerings and makes referrals as appropriate.
• Works independently and utilizes effective problem-solving skills to resolve issues; effectively uses position authority and knowledge of operating and security procedures to make on-the-spot decisions including exceptions, adjustments, and overrides. Refers more complex situations to leadership of department.
• Performs operational teller activities at the supervisory level.
• Processes detailed and/or complex deposits, withdrawals, and loan payments including ability to correct transactions.
• Drive retention, adoption, and engagement of clients through non-traditional channels.
• Utilizes the Bank’s on-line systems and website to facilitate clients' transactions.
• Maintain in-depth knowledge of bank products and services, and cross sell where appropriate.
• Balance transactions as established, research and resolve any out-of-balance issues. Report any discrepancy to the supervisor as necessary.

Other Duties:

• Cooperative, pleasant and positive attitude toward all clients and Bank staff while maintaining a professional appearance and demeanor
• Meets or exceeds minimum personal referral goals and contributes to goals.
• Transactions are handled in an efficient, friendly and positive manner
• Share feedback and ideas in creating best practices
• Other duties as assigned.

Competencies:

Ethics/Integrity: Knowledge of practices, behaviors, applicable laws, rules and regulations governing proper business conduct.

Adaptability: Knowledge of successful approaches, tools and techniques for dealing with changes and adapting to a changing environment.

Customer Service: Works well with customers, promotes a positive image of the company, strives to solve issues raised by customers.

Productivity: Manages workload, works efficiently, meets goals and objectives.

Quality: Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve products/services.

Cooperation: Willingness to work harmoniously with others in getting a job done. Readiness to respond positively to instructions and procedures.

Supervisory Responsibility:

No supervisory responsibilities

Work Environment:

This job operates in a professional office environment and involves facing clients through webcam or online messaging system. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work:

Community Bank has adopted a 40-hour work week. Some flexibility in hours is necessary based on the coverage assignments, but the employee must be available during the “core” work hours of 7:00 a.m. to 7:00 p.m. Monday through Friday and 7:00 a.m. to 3:00 p.m. on Saturday (rotating schedules). Employees must work at least 37.5 hours each week to maintain full-time status.

Travel:

Travel for this position is limited to travel for meetings/training.

Required Education and Experience:

High school diploma or equivalent and two years financial institution related operational support or Teller experience. Requires demonstrated client service abilities. Must have demonstrated knowledge of financial concepts. Wiling to work flexible work shifts to accommodate the extended operating hours and business needs.

Additional Eligibility Qualifications:

• Ability to maintain a high level of accuracy and efficiency
• Resourceful problem solver and able to perform service recovery skills as needed.
• Maintain an up-to-date and comprehensive knowledge on all bank products and services that are handled or promoted by tellers. Maintain an up-to-date and comprehensive knowledge on all related policies, procedures, and rules and regulations, including robbery procedures
• Attention to detail along with strong written, oral communication and organizational skills
• Self-directed and possess the ability to work independently
• Ability to maintain and project the Bank’s professional reputation
• Technology proficient - will demonstrate strong core technology skills, coupled with the ability to quickly learn and effectively use new technology
• Will be comfortable being on camera while servicing clients
• Strong clerical skills, good communication skills and professional appearance are necessary for this position.
• The ability to learn ActiveTeller, Premier and sales tracking systems.

AAP/EEO Statement:

Community Bank is an equal employment opportunity employer. It is the policy of Community Bank to afford equal employment opportunity and to recruit, select, hire, train, transfer, and promote individuals in all job titles regardless of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, Vietnam era veteran, disabled veteran, or other eligible veteran status.

(Rev. Date-11/2021)

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