Digital Banker
Description

  

POSITION OVERVIEW:

Our Digital Bankers play a key role in allowing our valued clients to see LifeDesign in action. By delivering outstanding, caring service, our Digital Bankers demonstrate our commitment to help clients get to where they want to be. Responsible for providing caring and confident responses to Clients’ inquiries received via telephone, fax, email and chat while also supporting client interactions within the Banking Center.  Utilizes the LifeDesign approach to recommend  solutions for all lines of business while promoting and supporting digital adoption. 


PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:
Our Digital Bankers provide the highest level of customer service in a positive, courteous, and enthusiastic manner to all employees, clients, and the community.

  • Contributes to the department’s success by being a team player and supporting Community Banking goals with proactive activities.
  •  Responds to all Client questions, problems and concerns in accordance with predetermined SLAs. 
  • Provides caring client support to all business/consumer digital channel clients through phone, email, web chat, online, mobile banking, SMS text, video or other digital means.
  • Provides caring client support  to all clients within the LifeDesign Banking Centers
  • · Achieves individual performance goals including sales/referral goals and digital banking goals. 
  • · Provides a high level of customer service by consistently expanding the client relationship through quality conversations.
  • · Responsible for conducting client maintenance and post call work to ensure client requests are handled effectively. Ensures the safety and security of client information.
  • · Maintains a broad knowledge of all Bank products and services and a solid knowledge of client facing digital technologies. 
  • · Conducts outbound phone calls to our clients to deepen relationships.
  • · Opens and onboards new consumer and business accounts, opened within the banking center and online, following our Life Design approach
  • · Underwrites consumer loans and accepts home equity loan applications 
  • · Promotes use of and assists Clients with all Digital Banking applications
  • · Process client transaction and maintenance requests received in person and through digital channels while adhering to proper due diligence and teller accuracy standards
  • · Ensures that predetermined performance standards for in person,  call, email and chat handling are met or exceeded.
  • · Conducts and/or responds to debit card fraud monitoring and issues.
  • · Performs other duties as assigned by management. 
Requirements

  

POSITION REQUIREMENTS:
High School Diploma plus one year customer service or related experience. Proven customer service, written and verbal communication skills. Ability to prioritize and  multi-task. Strong understanding of online navigation, digital bank services and applications. 

 QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
 

PHYSICAL DEMANDS:
Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Fidelity Bank is an equal opportunity employer.