Call Center Customer Care Advisor I - P/T

FIRSTBANK SOUTHWEST•Amarillo, TX

3d•Onsite

About The Position

Responsible for answering incoming customer calls and assists with various customer inquiries related to deposit accounts, loans, or other financial products/services.

Requirements

High School Diploma/GED and 3 years’ experience in banking; OR
Associate Degree and 1 years’ of experience in banking.
General computer skills
Microsoft Office, specifically Word and Excel
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

Nice To Haves

Customer service experience is preferred, but not required.
Bilingual in Spanish, preferred.
Ability to work M-F, 1 pm - 6 pm, rotating Saturday's 9 am - 12 pm

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.