Virtual banker

* Provide daily support by assisting customers via diverse contact channels to include: inbound/outbound calls, live chat, secure messages, and email with professionalism and urgency

* Must display ability to toggle between multiple applications while assisting customers in the various channels

* Handle customer service issues via direct interface with the customer in order to expedite solutions. Solicit higher level approval for all situations exceeding experience/training, department scope or assigned level of authority.

* Ensure accuracy and provide correct information to customers to resolve issues and exceed customer expectations at first point of contact

* Cross-sell bank services and products

* Responsible for researching and preparing the proper response to customer complaints and inquiries by interacting with team members, employees and managers in the branches/ lending and support departments as needed to complete assigned task

* Operate with an emphasis on building lasting relationships and creating positive experiences to drive results and engagement levels

* Responsible for resolving operational and/or technical issues in accordance with established operating policies and procedures

* Knowledgeable of all FCBI systems and procedures and must adhere to policies and procedures

* Establish and maintain solid working relationships with all levels, departments, and locations within FCBI

* Consistently meets critical deadlines and other performance targets or requirements

* Must be available to work all weekdays and holidays, within Bank operating hours

* Perform other tasks requested by supervisors as they relate to the bank and its functions

Physical Requirements:

* Must be able to remain in a sitting stationary position for extended periods of time

* Constantly operate a computer and other office machinery

* Ability to lift up to 25 pounds

FNBT is an equal opportunity employer.

* At least 18 years of age

* High School Diploma or equivalent required

* 6-12 months of banking or call center experience (preferably in a customer service capacity)

* Proven professional writing ability

* Ability to type 30-45 wpm

* Working knowledge of Microsoft Office including Excel and Word

* Excellent oral, written, phone etiquette and interpersonal communication skills

* Superior customer service (internal and external) with a compassionate customer service mindset

* Flexible, open-minded and solution-oriented with the ability to adapt to a fast-paced and changing environment

* Demonstrate good judgment, analytical and problem solving skills when making decisions

* Detail oriented and ability to multi-task and manage multiple projects and difficult situations or individuals, all simultaneously while consistently meeting deadlines

* Regular and punctual attendance is a must

* Must successfully pass background investigation according to company policy

* Must be able to get along with co-workers and work effectively in a team environment

* Must be authorized to work in the United States