Job Description

CORE VALUES: Park State Bank's Core values are GROWTH, TEAMWORK, RESPONSIVE, TRANSPARENT, And INNOVATIVE. We endeavor to live by these values in all that we do!

MISSION: The mission of Park State Bank is to deliver exceptional client service, strategic banking solutions and a community-friendly experience.

POSITION SUMMARY: The Virtual Banker provide exceptional banking services to our clients through virtual channels, such as phone, video conferencing, chat, and email. This role assists clients with their financial needs, answers inquiries, provides guidance, and offers solutions to enhance their banking experience. The selected candidate will have a strong understanding of banking products, excellent communication skills, and a commitment to delivering outstanding customer service in a virtual environment. The role performs routine transaction processing duties as needed for support. As needed, this role may rotate between locations.

Key Responsibilities:

1. Virtual Customer Service: Provide personalized and professional banking support to clients through virtual communication channels, such as phone, video conferencing, chat, and email.
2. Digital Tools: Demonstrate proficiency in using virtual banking platforms and applications. Assist clients in troubleshooting issues related to online and mobile banking platforms, including login problems and technical errors.
3. Account Management: Assist clients with account-related activities, including transfers and maintenance, debit card inquiries, questions and requests regarding enrollment in self-service products. Utilize a working knowledge of the organization's products to meet department productivity and quality standards.
4. Problem Solving: Investigate and resolve client complaints, issues, and inquiries in a timely and efficient manner.
5. Collaboration: Collaborate with other departments to resolve complex client issues and ensure a seamless customer experience.
6. Compliance: Ensure strict adherence to all banking regulations, policies, and procedures during client interactions.
7. Documentation: Maintain accurate records of client interactions, transactions, and issue resolutions.
8. Quality Assurance: Maintain a high standard of service quality and contribute to the continuous improvement of virtual banking processes.

SECONDARY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Other duties may be assigned.

COMPETENCIES:

• Customer Orientation
• Results Orientation
• Integrity
• Initiative
• Team Player

OTHER SKILLS AND ABILITIES

• Must be proficient in using virtual communication tools, including video conferencing, chat, and email.
• Strong interpersonal and communication skills, both written and verbal.
• Customer service focused
• Maintain confidentiality of customer information
• Resourceful, well organized and ability to manage distractions
• Proficiency in using virtual communication tools, including video conferencing, chat, and email.
• Knowledge of banking products, services, and regulatory compliance.
• Problem-solving abilities and attention to detail.
• Ability to work independently in a virtual environment and collaborate with a remote team.

PERFORMANCE MEASURES:

• Meets or exceeds quarterly goals as pre-established by immediate supervisor
• Maintains confidentiality of customer account information
• Follows established policies and procedures in responding to inquiries and requests
• Willingly participates in bank training, including sales and service training
• In compliance with all regulations related to job duties
• Effectiveness of communications and development of good working relationships with co-workers and customers

WORKING CONDITIONS:

Will need to be able to handle stressful situations and function in a very fast-paced environment while remaining calm and precise. Must have excellent interpersonal and organizational skills and enjoy working with the public. Will need to communicate in a clear, concise, and pleasant manner.

On occasion, may have to work longer hours than scheduled.

Must be able to meet deadlines, multi-task and adjust priorities as necessary. Must possess strong organizational, analytical, communication, and interpersonal skills, including the ability to work with all levels of management and the Bank's vendors. Must be a self-starter who challenges existing processes and can identify and implement efficiencies and cost-saving solutions. Will have access to and knowledge of all employees' accounts, client information, and the bank's finances, so the ability to keep information confidential is extremely important.

The employee will be working in an indoor office setting in a light work situation (exerting up to 20 lbs. of force frequently, and/or a negligible amount of force constantly to move objects). Must be able to remain in a stationary position 50% of the time and be able to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity equipment. Employee frequently communicates with other PSB employees, clients and vendors. May be required to travel to branches within the region weekly, so must have a valid driver's license and reliable transportation. Must be able to exchange accurate information both orally and written in English.

Despite ongoing security training, there is always the possibility of a bank robbery.

The quality of our employees and their dedication to service is what separates us from other banks of any size. We strive to attract and retain exceptional employees who share our commitment to superior customer service, continued growth, and organizational success.

We are always on the lookout for talented people to help us become the best. Take a look at the opportunities below. Most of our jobs are flexible to any of our office locations. You can contact us or download our employment application to get started.

NEMN MARKET: Grand Rapids, Nashwauk, Hibbing, Chisholm, Orr, Cook, Mt. Iron & Biwabik

DULUTH/NORTH SHORE MARKET: Duluth Central, Lincoln Park, Mt. Royal, Two Harbors & Silver Bay

MINNEAPOLIS MARKET: Minneapolis

Please note that we are hiring for only one position, although this opportunity is posted in multiple markets where Park State Bank is located.

GENERAL NOTICE:

This description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities required of the employee. Other duties may be assigned as necessary.

ROLE QUALIFICATIONS:

Education

• Post-secondary education preferred but not required

Experience

• Previous experience in a banking or financial services role is an asset.

• High school diploma or equivalent
• Previous experience in a contact center environment

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