Virtual Receptionist

Now Hiring: Virtual Receptionist

By joining our growing Customer Service team, you will help redefine what community banking means — meaningful impact fueled by our passion for uncompromising customer service and relentless efficiency.

We’re looking for a Virtual Receptionist who will be the first line of defense for all incoming phone calls through our main phone number. You will expertly route phone calls and answer simple customer inquiries with a smile and a first impression that leaves nothing to be desired.

What You’ll Contribute as a Virtual Receptionist

Masterfully Route Calls

• Efficiently and expertly answer all incoming phone calls through our main phone number.
• Handle simple inquiries like account balance checks and route more substantial requests to the appropriate team members. 
• Make all callers feel welcome and well taken care of with your professional, customer-obsessed and efficient demeanor.

Keep Call Backlogs at Bay

• Keep call times to a minimum while providing incredible service to our customers by utilizing your outstanding efficiency and deep knowledge of the Bank, our services and organizational structure. 
• Smoothly answer all calls and prevent call backlogs at all costs; avoid calls going to voicemails.

Champion Our Mission, Protect What Matters

• Embody a commitment to social, economic, environmental, and racial justice.
• Be willing to pursue and demonstrate an understanding of established Bank policies, procedures, and regulations.
• Apply curiosity and interest in our core values and pursue education related to sustainability practices.
• Recognize the importance of protecting the organization and our customers.
• Question suspicious activity and stay in close collaboration with our Compliance department to ensure proper investigation and processing of potentially fraudulent activity. 
• Stay informed on legal context and regulatory requirements and prioritize completing all web-based compliance and IT training.

What You’ll Leverage in this Role:

Your Service Obsession – You’re a natural at making people feel heard, valued, and supported. You thrive on delivering exceptional service. Our customers are your top priority, and you take pride in the white glove support you provide for them.

Entrepreneurial Self-Starter Mentality - You take charge of your work product and take pride in delivering consistently great and measurable results. Once you know what is expected of you, you run with it — independently helping customers across various channels in a high-volume environment. You understand what it takes to bring tasks to completion, have the ability to anticipate and mitigate slowdowns and have a unique ability to balance efficiency and attention to detail. A high-pace and high-expectation environment excites you and you can’t wait to push yourself to new professional heights in a company that rewards high performance.

Master Communicator - You’re a miracle worker on the phone. Unphased in any scenario with nerves of steel and the kind confidence that will leave even the most stressed or disgruntled customer defenseless. You’re warm, concise, and professional. You listen deeply and respond thoughtfully.

Banking & Fintech Acumen- You understand banking or have the ability and curiosity to quickly attain such knowledge. Once you understand a process, you consistently look for ways to improve it or to complete it more efficiently. You are also committed to becoming a compliance wiz and actively strive for excellent knowledge of regulatory requirements and branch protocols. Lastly, you relentlessly seek and expand your understanding of our products and services and never miss an opportunity to speak eloquently about the Bank.

Tech-Forward and Analytical Thinking - You learn new tools quickly, are excited by innovation and leverage technology to optimize your work process.

Your Organization & Efficiency Guru Status - You manage your time like a pro, stay focused under pressure, and keep your workflow humming. You love putting your head down and getting into the groove but also appreciate changing routines. You’re a master note-taker and checklist fanatic and consider “dropped balls” a four-letter word. 

Commitment to Being a Team Player - You lift others up, share ideas, and bring positive energy to everything you do. You know what it takes to operate as a part of a larger team and cherish opportunities to contribute to the big picture.

What to expect from your physical environment

• Remote role within the United States; Eastern Standard Hours.
• Occasional U.S. travel for company events.
• Sustained standing and sitting.
• Frequent communication (speaking and listening) and use of PC, including typing or sustained attention to monitor.
• Occasional lifting up to 20 lbs.