Client First Customer Advocate, First Financial Bank, Student Role

Education at Work

22h•Remote

About The Position

Education at Work's mission is to help students gain the work experience and the durable and technical skills required to achieve economic mobility. Education at Work helps American businesses tap the talents of hard-working and tech-savvy students to fill in-demand roles in project management, analytics, customer service, and beyond. Our corporate partners are strengthening their employer brand while developing a pipeline of diverse early-career professionals to fill critical talent needs. This role involves answering customer inquiries about bank products and services through phone and email, recognizing sales opportunities and referring clients to sales associates, remaining current on products, services, policies, and procedures, resolving customer issues through account research and utilization of support materials and resources, performing customer account transaction and maintenance activities accurately, striving for first contact resolution of customer inquiries, transactions, and problem resolution, and escalating customer requests requiring additional knowledge or expertise as defined by department leadership.

Requirements

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.
2 week in-person training in Cincinnati, OH.
Remote work after training.
Must be able to maintain a PCI-compliant workspace, including an Ethernet connection.

Responsibilities

Answer customer inquiries about bank products and services through phone and email.
Recognize sales opportunities and refer clients to sales associates.
Remain current on products, services, policies, and procedures.
Resolve customer issues through account research and utilization of support materials and resources.
Perform customer account transaction and maintenance activities accurately.
Strive for first contact resolution of customer inquiries, transactions, and problem resolution.
Escalate customer requests requiring additional knowledge or expertise as defined by department leadership.