Virtual Branch Agent

The Virtual Branch role allows employees to fully execute on The Farmers Bank brand purpose: To Care, Educate & Serve to Inspire a better future for all. An Virtual Branch(VB) agent typically serves their customer virtually, depending on the needs of the customer. The primary role of a VB agent is to understand their needs and match financial solutions the bank offers to help the customer achieve Financial Well-Being, in a friendly, ethical, and efficient manner. VB Agent may process virtual transactions in accordance with bank procedures; record all transactions accurately; open new accounts; be a virtual notary; maintain the escalation desk; be a source for retail questions and balance each day's operations. Hours vary and include Saturdays.

Job Responsibilities

1. Customer Service and Sales.

a. Properly document all transactions.

b. Educate customers on solutions that meet their needs, including new accounts, services, and digital.

c. Maintenance accounts by changing addresses and names; order checks and close accounts as needed.

d. Assist customers by answering financial questions, expose fraud, explain bank services and service charges.

2. Escalation desk

a. Answer in-bound calls timely and work to address customer needs in first contact through use of available resources.

b. Properly verify customer identity, listen, and empathize with customers to determine root cause of problems and defuse tension.

c. Utilize warm transfer skills in transferring customers to subject matter experts.

d. Adept in problem resolution and solutions minded (Internal/External) especially unique situations that require unique solutions.

3. Document, Report and Track

a. Properly document, report and manage customer complaints, escalating priority issues.

b. Maintain accurate procedures to support Customer Care Center activities.

c. Maintain accurate customer information on the core system and in CallTrax.

4. Farmers at Work

a. Conduct presentations on Financial Wellness on-site for Commercial Business Owners offering direct deposit.

b. Opening new accounts at on-sites

c. Conduct onboarding of new clients and follow up activities

5. Champion and support the Core Value and Customer Care Standards of The Farmers Bank

6. Other Duties as Assigned.

Competencies Required

1. Competency #1: Customer Relations

* The degree which customer service and professional rapport is demonstrated in the day-to-day business environment. Such as being polite and attentive, or focused on the needs of the customer.

2. Competency #2: Attitude and Accountability

* The degree to which one is positive, constructive, and supportive toward customers, employees, and the company. The level of enthusiasm and commitment demonstrated in job performance. The level of which one is answerable and responsible for actions and performance either individually or on a team

3. Competency #4: Teamwork & Cooperation / Organization Relations

* The degree to which the employee works with peers and other internal departments to create a collaborative, cooperative, and productive working environment. The level of response to customer requests, both internally and externally. Anticipation and control of obstacles. The level of demonstrated team, sensitivity, support, and respect.

4. Competency #5: Attention to Detail

* The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.

5. Competency #6: Job Knowledge (Basic)

* The level of knowledge, skills and education required to perform job duties, and their application to job functions. Commitment to expanding knowledge, skills, and/or education.

6. Competency #7: Productivity

* The level of work output or efficiency as compared to a standard or compared to others. The ability to use time and resources well.