Customer Resolution Specialist

FIRST FIDELITY BANK • Oklahoma City, OK

101d

About The Position

Looking for a rewarding career in customer service? We just increased our hourly minimum rate! We’re also offering a $1,000 sign-on bonus with a 1-year retention agreement. We’ll provide you with the training needed to be successful! The Customer Resolution Specialist (CRS) provides exceptional service in the Bank’s Contact Center by interacting with clients over the telephone and through online chat methods. Develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, using critical thinking skills, and recommending appropriate products or services. The successful CRS demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, empathy, and patience. Excellent communication skills over the telephone and live chats and the ability to handle a large volume of contacts are essential. The CRS role is challenging, and the environment is fast paced, yet rewarding. Our colleagues take the time to truly listen to our clients and take ownership so they can effectively resolve all inquiries and concerns.

Requirements

• At least (1) year previous banking and/or contact center experience required.
• High school diploma or equivalent required.

Nice To Haves

• Previous experience with live chat communication is a plus.

Responsibilities

• Provides prompt, courteous, and accurate service to clients, via the telephone, mobile app and live chat.
• Responds to client inquiries, requests, and concerns.
• Identifies, researches, and resolves issues using systems and resources available, taking ownership of each client interaction.
• Maintains a friendly and outgoing personality to deal calmly with client problems and questions.
• Effectively de-escalates client issues using empathy and conflict resolutions skills.
• Processes requests from both internal and external clients.
• Quickly learns about Bank products, services, systems, policies and procedures through ongoing training, self-study and career development.
• Utilizes effective listening and discernment skills, asks need-defining questions, recognizes client needs and matches them with appropriate products through sales or referrals.
• Utilizes effective time management and prioritization skills in order to handle a high volume of multiple communication methods in a fast-paced environment.
• Works well in a group setting and maintains a courteous and professional demeanor.
• Demonstrates effective teambuilding skills and contributes ideas and suggestions that benefit the team and clients.
• 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.
• Input disputes for clients via the telephone and internet.
• Makes outbound calls to clients concerning suspected fraudulent transactions.
• Maintains the highly confidential nature of client information and records.
• Consistently supports the Bank and its Mission, Vision and Core Values.
• Serves as support for the Virtual Bank, Banno and Chat services, Treasury service clients, and other duties as needed to meet department needs.
• Performs other relevant 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.

Benefits

• $1,000 sign-on bonus with a 1-year retention agreement.
• Training provided to be successful.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED