Customer Resolution Specialist Lead

FIRST FIDELITY BANK•Warr Acres, OK

9d•Onsite

About The Position

At First Fidelity Bank, people matter, including our customers, our communities, and especially our employees. Our Customer Service teams play a critical role in delivering a positive client experience through phone and digital support. We are looking for service-driven individuals who enjoy problem solving, communicating with empathy, and taking ownership to help clients find solutions. Our team members are essential to our success, and we invest in them through training, development, and opportunities to advance. In this role, you will receive competitive pay, a $1,000 sign-on bonus with a one-year retention agreement, and the training needed to be successful. One of our core values is providing a caring place to work where people feel supported, work collaboratively, and take pride in helping clients every day.

Requirements

At least two (2) years of previous banking and/or contact center experience required
High school diploma or equivalent required
Exceptional listening skills and attention to detail in order to discern client needs.
Able to think, reason and react quickly in order to formulate solutions and provide personalized client service.
Able to demonstrate empathy with client concerns.
Able to consistently handle a large volume of contacts via the telephone or internet, deal with stressful situations, remain calm under pressure, and act in the Bank’s best interest.
Courtesy, tact, and diplomacy are essential elements of the job.
Must be capable of dealing calmly and professionally with different personalities or individuals from diverse cultures at various levels within and outside of the Bank.
Superior verbal communication skills. Must have the ability to speak articulately, converse intelligently, clearly, and understandably over the telephone with clients and co-workers. This requires a pleasant and professional tone and demeanor, rate of speed when speaking, and an ability to be clear and concise.
Strong written communication and keyboarding skills in order to accurately document/track status of issues, assist clients via internet or our mobile app, and respond to professional communications.
Able to work independently with minimum supervision in a fast-paced environment.
Able to quickly gain knowledge and understanding of all bank products and services offered, including new products and services as they are introduced.
Strong organizational skills that enable multiple tasks to be balanced.
Independent decision-making ability within defined guidelines.
Adapts quickly to change and remains flexible.
Able to maintain positive team spirit and communication.

Nice To Haves

Previous supervisory experience preferred
Bilingual a plus
Previous experience with live chat communications a plus
College degree preferred

Responsibilities

Assists Customer Service leadership in managing real-time operations of the Contact Center and serves as a supervisor, mentor, and expert resource for CRSs.
When issues arise, actively seeks possible alternative solutions and is ready to make recommendations to the Customer Service Managers.
Supervisory responsibilities may include interviewing applicants, coaching team members, scheduling, monitoring and approving timesheets, managing attendance and overtime, promoting career development, and conducting performance evaluations.
Provides encouragement, motivation, and empowerment to achieve or exceed goals.
Inspires and leads team members to reach their full potential.
Will supervise up to two CRSs as direct reports, which will involve coaching individuals on performance expectations, goal attainment, how to resolve problems and overcome obstacles, professionalism, client service, effective communication, teamwork, and the FFB sales method.
Ensures colleagues understand how their actions have a direct impact on client satisfaction and the Bank’s financial growth.
Answers client contacts during times of high volume or during staffing challenges.
Provides prompt, courteous, and accurate service via the telephone, mobile app and live chat.
Maintains a friendly and outgoing personality to calmly respond to client problems and questions.
Identifies, researches, and resolves issues using systems and resources available, taking ownership of each client interaction.
Repairs client relationships through confident and professional handling of escalated calls.
Effectively deescalates client issues using empathy and conflict resolutions skills.
Provides additional departmental support by working the support desk, assisting with the Virtual Bank by opening new deposit and loan accounts, assisting with Treasury Support calls, answering Chat and Banno client chat messages, and maintaining procedure manuals.
Quickly learns about Bank products, services, systems, policies and procedures through ongoing training, self-study, and career development to serve as an expert resource for CRSs.
Makes efficient use of time despite frequent interruptions.
Utilizes effective listening and discernment skills, asks need-defining questions, recognizes client needs and matches them with appropriate products through sales or referrals, and applies appropriate taglines when offering Bank products and services.
Demonstrates excellent team skills by contributing ideas and suggestions that benefit clients and the Contact Center.
Provides technical support for online banking and other bank-wide products.
Assists clients with loan and new account applications, including scheduling closings at a branch location.
Inputs disputes for clients via the telephone and internet.
Maintains the highly confidential nature of client information and records.
Consistently supports the Bank and its Mission, Vision and Core Values.
Performs other related duties as assigned by the Customer Service Managers or Director.
Arrives at work and is available to take calls at the start of scheduled shift.
The Contact Center can only achieve our goals and properly serve clients if every colleague adheres to his or her schedule. Therefore, regular and reliable attendance and punctuality is essential.