[Hiring] Contact Center Representative @First Citizens Bank (Iowa)

Role Description

The Contact Center Representative is responsible for answering in-bound calls and providing a professional, efficient one-stop customer service approach to customers contacting the bank for support and/or services both by phone, via chat and through ITM (interactive teller machines). Provides effective, efficient, consistent and professional customer service. Seeks opportunities to attract, retain and expand customer relationships. Interacts with all bank employees in order to service the customer and exceed their expectation.

Qualifications

• Greater than one year banking experience and/or associates degree or combination of.
• Will consider an equivalent work experience of at least three years in the banking or closely related field.
• Skill in performing basic mathematical principles (such as addition, subtraction, multiplication, division, decimals) in account transactions.
• Knowledge of the layout and functions of the computer keyboard and ten key adding machine; skill of using the touch system to perform data input.
• Knowledge of and ability to cross-sell FCB products and services to customers.
• Skill in working with the public, presenting a professional image of the bank, and servicing prospective and current customer inquiries, requests, and complaints.
• Knowledge of current compliance related issues plus new and updated regulations.
• Sales/Business development techniques and practices.

Requirements

• Properly identifies the customer and provides information/assistance accurately, efficiently and professionally to ensure the safety and soundness of the organization.
• Actively engage in conversation with customer to understand their needs and recommend appropriate products and services.
• Identifies customer needs to all business lines, makes appropriate recommendations and takes action to satisfy their needs; follows up on any action needed related to each transaction.
• Answers questions, researches problems and performs various operational duties including but not limited to: deposit accounts, loan accounts, debit and credit cards, electronic banking, safety deposit box, fraudulent account situations, and account reconciliation services.
• Performs transactions such as account transfers, stop payments, open online accounts, orders checks, reset passwords for online and mobile banking, reset PINs and performs maintenance on debit and credit cards.
• Interact with ITM customers and manage all ITM customer transactions and support requests.
• Reconciles cash drawer proving cash transactions and reconciling currency within ITM.
• Responsible for monitoring and responding to website inquiries and messages left in the main voice mailbox.
• Monitors and responds to online chat.
• Escalates and refers delicate situations to the appropriate Officer.
• Promotes quality customer service to both internal and external customers and promotes teamwork among other bank departments and offices through the use of referrals and support services.
• May be asked to compile monthly phone reports, which are summarized quarterly for management.
• May be asked to perform general word processing duties associated with customer correspondence and other related operational duties.
• May be asked to manage the uOpen platform.
• Collaboration with other staff, departments, etc. to resolve issues and improve processes.

Benefits

• Work is performed primarily indoors in an office setting.
• Remote work may be available upon supervisor approval.
• Flexible work schedule to include Saturday rotations.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential position and accountabilities.