(In-House) Virtual Financial Center Specialist

At First Federal Bank, our core values speak to the heart of our organization and are the essence of our company’s identity. Everything we do is centered around our community, customer service, our stability, and being trustworthy. These values support our mission and vision, shape our culture, and provide a foundation for the future.

Offering a dynamic benefit package that includes but is not limited to:

• Four Medical Plan Offerings to choose from
• Employer HSA Contributions (Coverage/Plan exclusions)
• Employer Provided Life Insurance Policy
• Annual Health Incentive
• Annual Wellness Reimbursement
• Tuition Reimbursement program
• Generous Match 401k Retirement Plan
• Paid Sick Leave
• Paid Vacation Leave
• 11 Paid Holidays Based on the Federal Reserve Calendar

If you are ready to take on a challenging and rewarding role; we invite you to apply for this exciting opportunity.

Job Purpose:

The Virtual Financial Center Specialist serves as the primary point of contact for customers through digital channels, including phone, video conferencing, chat, and email. This role provides exceptional customer service by identifying customer financial needs, offering appropriate banking products and services, resolving account inquiries, and building long-term customer relationships. The specialist supports customers with everyday banking transactions while promoting financial wellness and achieving individual and team performance goals.

Essential Functions and Responsibilities:

• Deliver exceptional customer service through virtual channels including phone, video, chat, and secure messaging.
• Build strong customer relationships by understanding financial goals and recommending appropriate products and services.
• Assist customers with opening and maintaining deposit accounts, loans, credit cards, and digital banking services.
• Process customer transactions accurately and efficiently while adhering to bank policies and procedures.
• Educate customers on online banking, mobile banking, remote deposit capture, and other digital financial tools.
• Identify opportunities to cross-sell and refer customers to mortgage, investment, insurance, and business banking specialists when appropriate.
• Resolve customer issues, complaints, and account inquiries in a timely and professional manner.
• Verify customer identities and ensure compliance with Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Know Your Customer (KYC), and other regulatory requirements.
• Maintain confidentiality of customer information and safeguard sensitive financial data.
• Meet or exceed sales, service quality, productivity, and customer satisfaction goals.
• Maintain accurate documentation of customer interactions and account activity.
• Stay current on banking products, services, regulations, and technology enhancements.
• Participate in ongoing training and professional development.
• Perform other duties as assigned.
• Provides the best service to our customers with innovative and creative solutions.

Qualifications and Requirements:

Education and Experience

Required

• High school diploma or GED.
• Minimum of 1–3 years of customer service experience, preferably in banking, financial services, or a call center environment.

Preferred

• Associate's or Bachelor's degree in Business, Finance, Accounting, or a related field.
• Experience opening consumer deposit accounts and consumer lending products.
• Experience working in a virtual or remote customer service environment.
• Knowledge of retail banking products and financial services.

Knowledge

• Retail banking products and services.
• Consumer lending principles.
• Banking regulations including BSA, AML, KYC, and privacy requirements.
• Digital banking platforms and financial technology.
• Customer relationship management (CRM) systems.
• Sales and service best practices.

Skills

• Outstanding verbal and written communication.
• Active listening and problem-solving.
• Customer relationship management.
• Proven sales and consultative selling techniques.
• Time management and organizational skills.
• Self-motivated and organized
• Conflict resolution and de-escalation.
• Strong attention to detail.
• Computer proficiency to include Microsoft Office and banking software.
• Ability to navigate multiple systems simultaneously.
• Action oriented with positive and innovative attitude

Abilities

• Build trust and rapport with customers in a virtual environment.
• Analyze customer needs and recommend appropriate financial solutions.
• Work independently with minimal supervision.
• Prioritize multiple tasks in a fast-paced environment.
• Embrace and adapt quickly to changing technology and business priorities.
• Maintain professionalism while handling confidential information.
• Achieve individual and team performance goals.
• Collaborate effectively with cross-functional teams.
• Ability to think critically and provide solutions
• Ability to communicate clearly by phone and video conferencing

Physical and Work Requirements

• Ability to remain seated for extended periods while working at a computer.
• Frequent use of a computer, keyboard, mouse, and telephone headset.
• Visual ability to read computer screens and review electronic documents.
• Manual dexterity sufficient to operate standard office equipment.
• Ability to work in a fast-paced/high stressed virtual contact center environment.
• May require evening, weekend, or holiday availability based on business needs.
• Occasional travel for meetings or training may be required.
• Extended hours sitting and performing computer tasks may be required.
• Employees confirm they are able to perform the essential functions of this position to continue employment with First Federal Bank.

Bilingual candidates encouraged to apply.

Equal Opportunity Employer / Vet / Disability

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