Senior Virtual Banking Center Specialist

Serve as an advanced frontline resource across phone, email, chat, and co-browsing channels Deliver exceptional customer service and support customer experience, sales, and service goals Handle complex and escalated customer interactions using advanced product knowledge, judgment, empathy, and problem-solving skills Mentor, coach, and support Associates and Specialists through real-time guidance, onboarding, training, and best-practice modeling Assist Team Leaders with daily operations, workflow coordination, scheduling support, and team performance initiatives Identify customer needs, strengthen relationships, support sales opportunities, and make appropriate referrals Serve as a subject matter expert on bank products, services, systems, and regulatory requirements Participate in projects, process improvement initiatives, and documentation updates Monitor customer interaction volumes, trends, and performance metrics; assist with reporting and data preparation Collaborate across departments to ensure seamless service delivery and a unified customer experience Maintain compliance with internal policies, regulatory requirements, risk management practices, DR/COPE documentation, and remote/hybrid work guidelines when applicable Foster teamwork and reinforce the Bank’s mission, vision, values, and One Bank / One Team / One Brand culture Identify and report potential fraud, elder abuse, and suspicious activity Participate in incident response and audit preparation as required Requirements Associate’s degree or equivalent experience normally required with specialized bank operations training/education Strong leadership, communication, and motivational skills, using emotional intelligence to build trust and manage complex interactions Solid mathematical aptitude and working knowledge of basic accounting principles Advanced understanding of bank products, procedures, and digital tools Advanced customer service and relationship management skills Consultative sales techniques Strong judgment, strategic thinking, and decision-making skills Analytical thinking, problem-solving, project management, and time management proficiency Coaching, mentoring, and training support skills, including onboarding Integrity, adaptability, confidentiality, and ethical judgment Proficiency in Microsoft Office applications, including Excel, Word, OneNote, and PowerPoint Ability to learn and navigate banking systems and digital tools At least 3 years of related experience, with demonstrated success in customer service, sales support, and call center operations Travel within the Bank’s geographic footprint Rotating Saturday schedule required Ability to regularly use a computer and perform the stated physical requirements, including lifting up to 25 pounds Core Competencies Demonstrates advanced customer service and relationship management skills, with a strong understanding of bank products and procedures. Capable of mentoring and coaching team members while maintaining compliance with regulatory requirements and internal policies. Highest-signal resume keywords Advanced Customer Service Skills Mentoring And Coaching Bank Products Knowledge Analytical Thinking Consultative Sales Techniques Hard Skills Mathematical Aptitude Basic Accounting Principles Project Management Time Management Proficiency Problem-Solving Skills Decision-Making Skills Emotional Intelligence Customer Interaction Monitoring Fraud Identification Incident Response Soft Skills Leadership Skills Communication Skills Motivational Skills Adaptability Integrity Certifications & Qualifications Associate’s Degree Specialized Bank Operations Training Industry Keywords Customer Experience Sales Support Call Center Operations Regulatory Requirements Risk Management Practices Tools & Technologies Microsoft Office Excel Word OneNote PowerPoint #J-18808-Ljbffr Jobtailor