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.
Verify and approve electronic applications
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.
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.
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.
KNOWLEDGE, SKILLS AND EXPERIENCE:
Incumbent should be a team player with the ability to interact with all levels of the Firstrust organization and our varied customer base.