Call Center Representative

First Bank & Trust Co.•Duncan, OK

7d•Onsite

About The Position

This position is responsible for providing customer service to all incoming callers. The role involves continuous contact with customers and employees over the telephone, addressing inquiries about accounts, and performing various banking transactions. The representative will also troubleshoot issues related to debit cards and online banking, monitor online chat and messages, and handle customer complaints. A key aspect of the role is using judgment and discretion to solve problems, offer solutions, and correct errors, while also determining customer needs and offering appropriate products or actions. The position requires maintaining open communication and positive work relations with all departments, meeting punctuality and attendance standards, and cooperating effectively with supervisors, co-workers, and customers.

Requirements

High School diploma or equivalent.
At least 2-5 years banking experience in related areas or experience and/or education providing equivalent knowledge, which may include a combination of customer service, sales, administrative, and bookkeeping experience.
Proficient computer, 10 key, and typing skills.
Ability to maintain confidentiality.
10-key skills
Strong verbal and written communication skills.
Strong interpersonal skills: able to work well with a wide range of people.
Strong organizational and time management skills.
Demonstrate dependability through good attendance and adherence to timelines and schedules.
Strong follow through on projects and deliverables.
Strong analytical skills.
Strong problem-solving skills.
Demonstrate resourcefulness and ability to take initiative in development and completion of projects.
Strong sense of customer service.
Strong proficiency in PC applications; Windows Operating Systems, MS Word, MS Excel are required.
Must have knowledge of all bank products.

Responsibilities

Provide customer service to all incoming callers.
Receive incoming calls for all Banking Centers, determine customer needs, answer questions regarding accounts & complete necessary transactions.
Assist customers with balance inquiries, transferring funds & loan payments.
Place stop payments, caution orders, wire transfers, ACH/POS maintenance.
Troubleshoot debit card issues, raise card limits, place travel notices, cancel and re-order cards.
Assist customers with replacing lost or stolen debit cards.
Troubleshoot online banking issues, unlock & reset online accounts.
Monitor online chat and messages, and respond accordingly.
Complete incoming fax verifications.
Verify funds on accounts.
Process loan & charge off account payments by debit/credit card.
Process credit card payments.
Place check orders.
Reset Voice Access accounts.
Activate debit cards for Mobile Wallet.
Perform account research, re-print statements & tax forms as required.
Answer questions about account types and banking products.
Assist customers who are victims of fraud, theft or identity theft.
Assist customers with address changes.
Monitor & log customer complaints. Determine what action is necessary to resolve the issue.
Regularly use judgement and discretion in solving problems, offering solutions and correcting errors.
Determine customer needs and appropriate products to be offered or actions to be taken. Take corrective action when necessary.
Provide general FBTC bank information.
Connect caller to appropriate bank staff as needed or requested.
Work with all other departments to maintain open communication and positive work relations.
Meet punctuality and attendance standards.
Effectively cooperate with supervisors, co-workers and customers.
Follow the directions of the supervisor.
Perform other duties and projects as required by management.