What are the responsibilities and job description for the Call Center Customer Care Advisor I - P/T position at FIRSTBANK SOUTHWEST?
Job Details
Job Summary: Responsible for answering incoming customer calls and assists with various customer inquiries related to deposit accounts, loans, or other financial products/services.
Education/Experience: A minimum of the following education/experience is required:
- High School Diploma/GED and 3 years’ experience in banking; OR
- Associate Degree and 1 years’ of experience in banking.
- Customer service experience is preferred, but not required.
- Bilingual in Spanish, preferred.
Job Specific Responsibilities:
- Handles incoming customer calls and provides accurate information.
- Ensures satisfactory resolution to inquiries and requests in a timely manner.
- Displays knowledge and proficiency in explaining processes and timelines associated to inquiries; sets and communicates expectations for inquiries requiring further action.
- Minimizes customer hold times and transfers.
- Strictly adheres to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with inquiries or requests.
- Listens to and resolves customer complaints. If needed, escalates to appropriate Bank staff.
- Assists customers with card disputes, fraudulent activity, and stop payment processes.
- Orders checks and ATM/Debit cards.
- Assists customers with account transfers.
- Maintains and displays knowledge of all Bank products, services, processes, and policies.
- Analyzes customer information to identify opportunities for growth and expansion of services. Identifies cross-selling and referral opportunities.
- Displays knowledge and proficiency in explaining, selling, and administering products.
- Understands required documents to open consumer and business accounts.
- Maintains knowledge of consumer and business ownership types.
- Maintains and displays knowledge of marketing campaigns and actively promotes.
- Develops and maintains positive long-term relationships with customers.
- Maintains a current knowledge and consistent compliance with Bank Secrecy Act (BSA) requirements (knowledge of the CIP and Beneficial Ownership process).
- Maintains current knowledge and consistent compliance with other banking Regulations and bank policies and procedures related to the position.
- Other duties as assigned.
Required Technical Knowledge:
- General computer skills
- Microsoft Office, specifically Word and Excel
Expectations of an Employee:
- Treat all customers and fellow employees with respect
- Exceed customer expectations
- Meet customer needs
- Conduct interactions with honest, ethical, and strong moral principles
- Perform at the highest level
- Take responsibility for actions
- Do what is expected
- Lead by example
- Work as a team
- Efficiently share information in a collaborating and proactive manner
- Pay attention to detail
- Solve problems
- Make sound decisions
- Manage time effectively
- Prioritize effectively
- Perform multiple tasks simultaneously
- Show up for work and be on time
- Comply with all laws and regulations
- Complete all required training
Supervisory Responsibilities: None
Amount of Travel: None
Physical Requirements:
- May need to sit for long periods of time
- Sustained visual concentration while working at the computer
- Typing on a keyboard for long periods of time
- Handle high stress environment
Benefits Include:
- Medical, Rx, Dental, and Vision insurance
- HSA, FSA, and Limited FSA
- Employer paid and voluntary Life Insurance/AD&D
- Short-Term Disability
- Long-Term Disability
- Accident/Hospital Indemnity/Critical Illness voluntary plans
- Identify Theft Protection
- 401k with employer match
- Vacation, Sick Leave, and Holiday pay
- Tuition Reimbursement
- Gym membership discounts
- Annual payrate increases
- Incentive based bonuses
It is the policy of FirstBank Southwest to provide equal opportunity employment (EOE) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, FirstBank Southwest will provide reasonable accommodations for qualified individuals with disabilities. FirstBank Southwest is an affirmative action employer.
