Virtual Banker I - Consumer Banking

Job Description :

Be at the heart of delivering a welcoming, client-first experience. You will support clients through inbound calls, helping them solve issues and make informed banking decisions. You will build relationships through active listening, clear communication, and thoughtful guidance. This role offers opportunities to grow your consultative skills while working with a supportive team. Join JPMorganChase to help clients feel valued, understood, and confident in their financial journey.

As a Virtual Banker I in Consumer Banking, you provide exceptional service through inbound calls by identifying client needs, resolving issues, and delivering clear guidance. You build trust by creating a welcoming experience and communicating with professionalism and care. You connect clients to relevant products and services and refer clients to specialists when appropriate. You guide clients on using digital and self-service options to support convenience and confidence. You operate within established risk and compliance requirements while meeting service and performance expectations.

Job responsibilities

• Answer inbound calls and provide a welcoming, client-first experience.
• Identify client needs through active listening and thoughtful questions.
• Provide clear information and guidance on products, services, and next steps based on client needs.
• Resolve client issues accurately by following documented procedures and using sound judgment within established guidelines.
• Process service requests and transactions with attention to detail and timely follow-through.
• Refer clients to specialists when needs fall outside your scope or require deeper expertise.
• Educate clients on digital self-service options, including mobile and online banking and automated teller machines (ATMs).
• Document interactions and outcomes to support accurate tracking and follow-up.
• Meet individual and team performance expectations related to client experience, engagement, and referrals.
• Stay current on products, services, and required training to support consistent service delivery.

Required qualifications, capabilities and skills

• High school diploma, GED, or equivalent.
• Demonstrated client service experience in a phone-based or customer-facing role.
• Demonstrated ability to communicate clearly and professionally by phone and in writing.
• Demonstrated ability to ask effective questions and accurately assess client needs.
• Demonstrated ability to learn products, services, and procedures quickly and apply them consistently.
• Demonstrated attention to detail when processing requests and documenting outcomes.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Ability to work collaboratively with a team to deliver consistent service outcomes.
• Ability to follow established risk, policy, and compliance requirements and complete required training.

Preferred qualifications, capabilities and skills

• College degree
• Experience in retail banking, financial services, or a consultative customer relationship role.
• Experience educating clients on digital banking tools and helping clients adopt self-service options.
• Experience meeting performance measures tied to client engagement, service quality, or referrals.
• Experience adhering to banking policies, procedures, and regulatory requirements.
• Experience supporting clients with more complex needs through referrals and coordinated handoffs.