Senior Virtual Banking Center Specialist

General Responsibilities

The Senior Virtual Banking Center Specialist provides advanced level, high quality customer service and operational support across all virtual banking channels ensuring. Senior Specialists handle the most complex customer interactions, serve as subject matter experts, mentor Associates and Specialists, and support Team Leaders with daily operations, training, and process improvement initiatives. This role reinforces the Bank’s mission, vision, values, and One Bank / One Team / One Brand culture through leadership by example.

Essential Functions/ Duties

The following duties are representative of the essential functions of the position.

• Serve as an advanced frontline resource, delivering exceptional customer service and supporting customer experience, sales, and service goals across all virtual channels (phone, email, chat, co browsing). 
• Handle the most complex and escalated customer interactions, using advanced product knowledge, sound judgment, empathy, and problem solving skills to achieve positive outcomes. 
• Mentor, coach, and support Associates and Specialists through real time guidance, onboarding, training delivery, and best practice modeling. 
• Assist Team Leaders with day to day operations, workflow coordination, scheduling support, and team performance initiatives. 
• Apply consultative techniques to identify customer needs, strengthen relationships, support sales opportunities, and make appropriate referrals. 
• Serve as a subject matter expert on bank products, services, systems, and regulatory requirements. 
• Support operational accuracy, efficiency, and consistency through participation in projects, process improvement initiatives, and documentation updates. 
• Monitor customer interaction volumes, trends, and performance metrics; assist with reporting and data preparation. 
• Collaborate across departments to ensure seamless service delivery and a unified customer experience aligned with Operations and Retail needs. 
• Maintain compliance with all internal policies, regulatory requirements, risk management practices, DR/COPE documentation, and remote/hybrid work guidelines when applicable. 
• Demonstrate leadership by fostering teamwork, supporting a positive work environment, and reinforcing the Bank’s mission, vision, values, and One Bank / One Team / One Brand culture. 
• Identify and report potential fraud, elder abuse, and suspicious activity; participate in incident response and audit preparation as required.

Peoples Security Bank and Trust is an Equal Opportunity Employer

Education/Training: Associate’s degree or equivalent experience normally required with specialized bank operations training/ education

Knowledge/Skills/Abilities

• Demonstrates strong leadership, communication, and motivational skills, using emotional intelligence to build trust and manage complex interactions. 
• Possesses solid mathematical aptitude, working knowledge of basic accounting principles, and advanced understanding of bank products, procedures, and digital tools. 
• Delivers advanced customer service and relationship management, applying consultative sales techniques to strengthen loyalty and outcomes. 
• Exhibits strong judgment, strategic thinking, and decision making skills to assess situations and recommend effective solutions. 
• Shows proficiency in analytical thinking, problem solving, project and time management. 
• Provides coaching, mentoring, and training support to Associates and Specialists, including onboarding. 
• Demonstrates integrity, adaptability, confidentiality, and ethical judgment while navigating changing priorities and technologies. 
• Proficient in Microsoft Office applications, including Excel, Word, OneNote, and PowerPoint as well as the ability to learn and navigate banking systems and digital tools.

Experience: At least 3 years of related experience is normally required, with demonstrated success in customer service, sales support, and call center operations

Required Certifications/ Licenses: N/A

Travel Requirements: Travel within the Bank’s geographic footprint 

Scheduling: A rotating Saturday schedule is required

Ancillary Duties

Perform tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential job functions of this position, the employee is regularly required to sit, stand, talk, hear, walk, use hands and fingers, handle or feel objects, and reach with hands and arms. At times required to stoop, kneel, bend, crouch and lift up to 25 pounds. This position requires regular use of a computer.