[Hiring] Client First Customer Advocate @Education at Work

Role Description

Education at Work is currently hiring Client First Customer Advocates for First Financial Bank. In this position, you will be an employee of Education at Work but will serve as a contractor at First Financial Bank (FFB) within their Client First Center (CFC). You will represent First Financial Bank and assist clients with their banking needs over the phone.

Customer support is crucial in modern business operations and plays a vital role across various sectors, including finance, healthcare, and IT. Working in customer support offers valuable opportunities for professional development, particularly in skills that are applicable across many industries.

Skills You’ll Build for Your Future:

• Effective communication in a professional environment
• Problem-solving
• Dependability and a strong work ethic
• Adaptability and flexibility
• Teamwork and collaboration
• Customer relationship management
• Active listening, patience, and empathy
• Personal finance and banking knowledge

Key Responsibilities

• Answer inbound phone calls with customer inquiries about bank products and services.
• Follow proper on-call verification procedures to protect FFB clients' identities.
• Recognize opportunities to grow clients' relationships with FFB in terms of new products and accounts, and refer them to the correct team.
• Remain current on products, services, policies, and procedures.
• Resolve customer issues through account research and the utilization of support materials and resources.
• Perform customer account transactions and maintenance activities accurately.
• Strive for first-contact resolution of customer inquiries, transactions, and problems.
• Escalate customer requests that require additional knowledge or expertise, as defined by department leadership.

Student Benefits

• Mentorship/coaching opportunities
• Shadowing and networking opportunities within First Financial Bank
• Potential to transition to a full-time role at First Financial Bank after graduation
• Paid in-person training
• Fully remote position following 2 weeks of in-person training. (Note: You may be required to work in-office occasionally due to IT/systems issues.)
• Ability to customize a regular post-training work schedule (while adhering to requirements).

Work Requirements/Expectations

• Proactive mindset with the ability to prioritize tasks, seek assistance when needed, and collaborate effectively within a team.
• Excellent verbal communication skills, comfortable engaging with customers over the phone, and dedicated to providing exceptional service.
• Strong organizational, planning, and time management abilities.
• Demonstrate empathy, patience, and a positive attitude in all customer interactions.
• Attention to detail and commitment to meeting departmental and individual goals, including call metrics and quality standards.

Availability

• Training and Orientation
• Virtual Orientation: Wed, Dec 9 (Time TBD)
• 10 full days of training from Thursday 12/10 to Wednesday 12/23 (excluding weekends)
• Week 1: Thurs, Dec 10th 8:00 am - 4:30 pm EST and Fri Dec 11th 8:30 am - 4:30 pm EST
• Week 2: Mon, Dec 14 - Fri, Dec 18 (8:30 am - 4:30 pm EST)
• Week 3: Mon, Dec 21 - Wed, Dec 23 (8:30 am - 4:30 pm EST)

Post Training

• Must maintain a 20+ hour weekly schedule within First Financial Bank's Hours of Operation:
• Monday - Friday: 8 am - 8 pm ET
• Saturday: 8 am - 5 pm ET
• Sunday: Closed
• Regular weekly schedule must include two weeknight closing shifts (until 8 pm ET) of at least 2 hours, as well as a Saturday shift of at least 2 hours.
• $14.50 - $14.50 an hour (non-exempt)