Firstrust Bank

Customer Care Specialist II

Job ID
# Positions
Pay Status
Hourly / Non-Exempt


To cultivate prosperity for our current and future customers by providing prudent financial solutions and a commitment to exceptional service; to ensure resolution is achieved during the initial contact whenever possible; to possess expansive knowledge of products and services; to ultimately exceed customer expectations. 


This inbound/outbound sales and service position handles telephone calls within a contact center environment, providing product and technical support to external customers as well as internal customers/employees from our sales and operations teams. Provides accurate and timely information to customers through various service delivery channels, including telephone, email, chat, secure messaging within online banking and social media. The representative is expected to deliver an exceptional service experience with every interaction and drive strong member engagement by providing solutions that deliver value and enrich our members’ lives. Contact center team members participate in project planning, system implementations, and ongoing product testing to ensure we are maximizing all system functionality in effort to best serve our customers.  




Monday - Friday (8:00 a.m. - 6:00 p.m. and two Saturdays a month 9:00 am.- 1:00 p.m.) 

Generally speaking hours worked would not exceed 40 hours.



Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.






  • Assists in the development of new business for Firstrust. Is alert to expressed customer/prospect needs to suggest appropriate services. Actively sells and promotes products to potential and existing customers.
  • Expert knowledge of all Firstrust deposit, and loan products to service inbound customer telephone inquiries in addition to those received via other electronic channels.
  • Independently assists customers by telephone, email, and written correspondence with inquiries, disputes, and/or complaints. Answers between 60 and 100 inbound telephone calls daily. 
  • Maintain handle time requirements between 3 and 5 minute average while ensuring First Call Resolution. Responsible for a team service level goal of 80%. 
  • Retail Online Banking Support
  • Handle customer password resets and system navigation support
    • Verify and approve electronic applications

    • Enhance Check Free vendor experience by handling all bill pay inquiries to resolution
    • Support Online Electronic Account Opening customer experience
    • Knowledge of Funds transfer Pop Money
    • Text Banking
    • Promote eStatements as a benefit to paper delivery
    • Provide technical assistance and problem solving for Mobile Banking, iPad, iPhone, and Android Apps.    
  • Provide support for ATM/Visa Debit card programs, including but not limited to facilitate card reordering, restrictions, and limit increases. Regulation E investigation and documentation. Card Fraud center follow-up and reporting.

  • Analyze customer relationships to identify the opportunity to cross sell and service. Cross-sell consumer loan and credit card products to existing customers based on their needs. 
  • Responsible for level I support of Treasury Management products and services. Act as the liaison between customer and the third vendors to resolve level II Ready Deposit, Positive Pay, and Lock Box issues.   
  • Exhibit in depth knowledge of Commercial products and services.  Including but not limited to; Sweeps, Zero Balance Accounts, Analysis Billing, Controlled Disbursement, and Money Services. 
  • Primary support resource for troubleshooting FirstConnect Business and Corporate Online Banking products.
    • Account setup/Password reset
    • Support the administration of user permissions, services, and limits
    • Bill pay enrollment, research, and payment dispute resolution
    • Wire, ACH support and template creation
    • Positive Pay, Ready Deposit single sign on credential alignment
  • Perform manual inputs of both Domestic and International wires. Knowledge of Payplus and Travelex platform.
  • Display technical expertise to navigate and process complex service inquiries within the FSB, EVision, Synergy, PayPlus, Élan, and eDominate system platforms. Provide internal support for Community Banking and Relationship Management teams on the use of these systems.
  • Remain knowledgeable of vendor changes in order to troubleshoot technical issues with various web browser changes on PC, Mac, tablets, and other android and IOS issues on ccustomer devices. 
  • Maintain close liaison relationships with Marketing, Direct Channels, and the branch network to ensure knowledge of all products and services to provide primary support during marketing promotions and other bank campaigns.
  • Facilitate corrections / changes of customer’s personal CIF information; maintain proper data fields within host system according to guidelines set by the department head.
  • Follows up on all research assigned to other areas to determine completion resolution. Contact customer with final resolution and insure customer satisfaction. Excise good time management and demonstrate research skills in Synergy. Elevates feedback to supervisor relative to problem / inquiry trends to ensure proactive approach to prevention and quality assurance. Suggest process improvements.
  • Perform other duties as assigned

Essential Functions


Must be performed with or without reasonable accommodations include physical requirements.


While performing the essential functions of this position, the employee is regularly required to type using a computer terminal. The employee may be subject to repetitive motion of the wrists, hands and fingers.  Will be expressing, receiving, and exchanging ideas via a multi-phone system.  The employee must be able to prepare, analyze figures and operate a computer terminal. 

Knowledge - Skills & Abilities


Must be able to solve a multitude of issues related to customers and vendors, both internal and external, in effort to achieve equitable satisfaction. Creative and self-starting attributes are essential.



Incumbent must be able to interact with all department managers and senior management.  Be goal oriented and possess effective oral and written communication skills.  Exposure and familiarity with branch functions, personal computers, along with good analytical skills are imperative. 



The incumbent must be able to assist in the identification and implementation of new products and services.  Based on each situation, be prepared to develop a systematic approach to sell products and offer problem resolution with emphasis on superior customer service.  Creative and self-starter are essential.


Under the direction of Manager of Customer Care Center must possess a high degree of critical judgment.  Under the direction of the Manager of the Customer Care Center, must possess a high degree of critical judgment when making decisions, and company goals and departmental objectives must be communicated and met. Fairness and conscientiousness must be exhibited in providing solutions to routine problems.   



Incumbent should be a team player with the ability to interact with all levels of the Firstrust organization and our varied customer base.



  • 2 years of College or equivalent experience.
  • 5 years Banking or Call Center / Customer Service experience.
  • Intermediate experience with Microsoft Office applications (Outlook, Word, Excel, Access, and PowerPoint)
  • Excellent Organizational / Time Management skills.
  • Resourceful. Ability to follow procedures and handle multiple priorities independently; ability to analyze data to solve problems.
  • Communicates clearly and professionally; good interpersonal skills.
  • Demonstrates friendly, positive attitude.
  • Ability to multi-task with a high degree of versatility and flexibility


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