Virtual Relationship Banker

As a Virtual Relationship Banker, you will provide exceptional service to our clients and deliver on our mission to “improve the financial lives of our neighbors and their businesses”. Your main responsibility is to act as the primary inbound and online contact for clients seeking to find the best products and services to meet their financial needs. You assist clients by processing new online account applications and by opening new accounts and taking loan applications by phone. You and the team play an important part in sales, operations, quality, and client experience. It's a lot of responsibility, but you’re up for the challenge. You won’t do it alone: you will work together with various business partners to deliver and drive our mission.

Essential Job Responsibilities__________________________________

1. Identifies client and prospect needs by engaging in conversations over the phone, via chat, or through email to identify and recommend effective solutions.

2. You are accountable for exceeding your assigned team sales and service goals by providing our clients with the financial solutions they need to achieve their goals and financial confidence.

3. Establish and develop client relationships to cultivate client loyalty and allegiance by selling, referring, and recommending products and/or services in efforts to expand and grow new relationships on an inbound and outbound basis.

4. Processes online applications and support clients throughout the online account opening process.

5. Participates in testing of enhancements to the online delivery channel.

6. Discusses loan products and solutions. Takes loan applications by phone and partners with the client to coordinate loan closing.

7. Handles various account activities, which may include opening or closing of accounts and/or collection or distribution of assets.

8. Contacts clients to obtain required information, responds to questions and resolves problems.

9. Maintains a strong knowledge of products, services, competitive activity, and other general information of interest to clients.

10. Educate yourself on our four financial habits and how they translate into your unique clients’ lives.

a. Manage the money you make.

b. Save the money you’ll want soon.

c. Borrow only the money you need.

d. Protect the money you can.

11. As part of FCB’s Engagement Center, cross-trains to assist clients with inbound client service related inquiries. Utilizes time in the Engagement Center queue to acquire and deepen relationships by seeking out new opportunities for prospects and for our existing clients.

Bona Fide Occupational Qualifications___________________________

1. High school diploma or equivalent is required.

2. A minimum of two (2) years telephone sales experience, which can include cross-selling, upselling, and referrals for products and services is required. Experience working in a call center and banking/financial services industry preferred.

3. Exceptional client services skills with a strong ability to engage and build rapport with clients (begin a conversation, build rapport, and handle objections) are required.

4. Must have at least intermediate-level computer skills and be comfortable with learning new technologies and processes.

5. Ability to work day, evening, and weekend hours, with possible shift changes, is required.

6. Must register and maintain current registration with the National Mortgage Licensing System & Registry (NMLS).

7. Regional travel and a valid driver’s license are required.

8. May be eligible for Telecommuting.