Team Lead Virtual Banker

* Provide feedback to Virtual Banking employees to ensure adherence to quality standards, and proper procedures, correcting errors or problems.
* Provide employees with guidance in handling difficult or complex problems in resolving escalated customer concerns.
* Assist Supervisors with the Virtual Banker quality call review to include the retrieval, scoring and completion of quality scorecards.
* 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
* 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, Saturdays 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)
* Demonstrated proficient call quality metrics in verification and phone call accuracy categories
* Proven professional writing ability
* Ability to type 30-45 wpm
* Working knowledge of Microsoft Office including an intermediate knowledge of 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