A phone banker is an employee of a bank or credit union who works with bank customers and potential customers over the telephone. The duties of the phone banker vary between individual banks, but typically include providing basic customer service, assisting customers with setting up accounts, and informing customers about services and products that may be of use to them. Telephone bankers will also refer customers to other divisions if their circumstances warrant more specialized help. Phone bankers typically have a background in customer service or telephone sales prior to being hired to provide telephone banking services. Those who are successful in an entry-level position may go on to do supervisory work or, depending on their credentials, may enter into other areas of the banking industry.
Many people depend on various types of technology to accomplish standard banking tasks, such as checking balances, confirming whether a check has been cashed, or transferring funds between accounts. While many banks have automated telephone systems and websites that can provide this information without the need to speak with a live person, if a customer is confused about the process or runs into a technical glitch, a phone banker can assist the customer with resolving the situation. The telephone banker can also answer a customer’s questions about policies and procedures and help resolve problems with a customer’s account. In some cases, a phone banker may also be called upon to provide special assistance in situations where a customer has been the victim of fraud or theft. The banker may work with the customer to close and reopen accounts, cancel credit and debit cards, and work with law enforcement to put an end to the fraud and apprehend the person or persons responsible.
Some telephone bankers provide financial and banking advice to bank customers. For example, many banks offer different types of checking and savings accounts, and a phone banker can review the customer’s history with the bank and make appropriate recommendations as to which account would provide the most benefit to the customer. In addition, a phone banker may also be able to provide information on investment opportunities offered by the bank and even assist the customer in opening and funding an investment account. Customers may also be able to obtain information about receiving loans through phone bankers, who can walk them through the process of applying online or provide information about the various types of loans available.
