Virtual Banker (Remote)

About the Company

TrustBank is focused on delivering exceptional customer experiences through personalized banking services, digital solutions, and strong customer relationships. The bank values its employees as a key part of its success and promotes a culture centered on service, collaboration, adaptability, and customer-focused banking.

About the Role

TrustBank is seeking a Virtual Universal Banker to support customers across all markets and branches through phone and digital banking channels.

As a primary remote point of contact, the Virtual Universal Banker will assist customers with account inquiries, deposit services, transactions, debit cards, online and mobile banking, bill pay, electronic statements, and other banking needs. The role will also identify customer needs, recommend relevant products and services, and connect customers with specialized banking professionals when additional expertise is required.

This position plays an important role in expanding TrustBank's virtual service capabilities while supporting customer satisfaction, digital banking adoption, retention, and relationship growth.

Key Responsibilities

• Answer inbound customer calls and serve as the first point of contact within the customer service call system.
• Provide professional customer service through phone, email, video, and other remote communication channels.
• Assist customers with account inquiries, deposit accounts, transactions, and service requests.
• Troubleshoot online banking, mobile banking, bill pay, electronic statements, and other digital banking services.
• Assist with password resets, login issues, enrollment requests, and digital banking navigation.
• Research and resolve customer concerns accurately and provide appropriate follow-up.
• Route calls and inquiries to the appropriate department or banking specialist.
• Document customer interactions and maintain accurate customer records.
• Process customer maintenance requests, including address changes, account updates, and debit card services.
• Order, activate, and support ATM and debit card services.
• Process personal and business check orders and reorders.
• Verify customer identity and comply with applicable banking regulations, policies, and procedures.
• Identify customer needs and recommend appropriate banking products and services.
• Cross-sell relevant products and services that provide value to customers and support relationship growth.
• Assist with initial consumer loan inquiries and provide application materials or referrals to lenders.
• Serve as a centralized customer service resource for branch and operations teams.
• Monitor digital banking issues and escalate technical or service concerns when necessary.
• Maintain current knowledge of retail banking products, services, procedures, and digital solutions.
• Participate in training, meetings, and professional development activities.
• Promote TrustBank's values and service standards in every customer interaction.
• Remain flexible to scheduling requirements, including working a couple of Saturdays each month.
• Perform other duties as assigned.

Benefits & Perks

• Competitive compensation of $18–$21 per hour
• Annual discretionary bonus eligibility
• 401(k) plan with discretionary employer match in bank stock
• Remote work environment
• Training and professional development opportunities
• Exposure to retail banking, digital banking, customer service, and relationship management
• Opportunity to support customers across multiple markets and branches

Basic Qualifications

• High school diploma or equivalent.
• Ability to successfully complete required on-the-job training.
• Strong verbal communication and customer service skills.
• Excellent problem-solving and relationship-building abilities.
• Strong attention to detail and professionalism.
• Ability to adapt to changing customer and business needs.
• Ability to work independently in a fast-paced environment.
• Strong computer navigation and technology skills.
• Ability to use telephone systems, headsets, and standard office equipment.
• Ability to work a full-time, 40-hour schedule.
• Availability to work a couple of Saturdays each month.

Preferred Qualifications

• Previous retail banking experience.
• Customer service or call center experience.
• Digital banking experience.
• Experience with banking products, deposit accounts, debit cards, and customer account servicing.
• Sales, cross-selling, or relationship-management experience.
• Experience using CRM platforms and core banking systems.
• Familiarity with Microsoft Office.
• Experience with digital banking platforms and remote customer service technologies.
• Curiosity and adaptability when learning emerging technologies, including artificial intelligence tools.
• Ability to use technology to improve customer service, digital banking adoption, and operational efficiency.

Work Environment & Physical Requirements

This is a full-time remote position requiring approximately 40 hours per week, with schedules varying according to business needs.

The role primarily involves customer interactions through telephone, video, digital, and electronic communication channels. Employees will regularly use computers, telephone systems, and headsets and may be required to sit for extended periods.

The position may occasionally require standing, walking, and lifting up to 25 pounds.

Equal Opportunity Statement

TrustBank values diversity and inclusion and recognizes that its people are fundamental to the bank's success. The organization does not discriminate based on any protected attribute.

TrustBank is committed to maintaining a professional, respectful, and inclusive workplace while providing equal employment opportunities to qualified candidates.