Customer Service Center Specialist - Bilingual Required

First Federal Savings Bank•Twin Falls, ID

3d•Onsite

About The Position

This role is responsible for providing excellent customer service and contributing to a positive work environment. The specialist will process various customer requests, including payments, transfers, inquiries, travel notes, disputes, research, check orders, limit increases, and debit card orders. They will also assist with troubleshooting within Online Banking and Bill Pay, investigate and resolve customer issues, and communicate effectively with appropriate parties. The role involves transferring calls and information, completing tasks such as responding to secure messages, verifications of deposit, and SSI/Accuity verification requests. Additionally, the specialist will provide information on bank services, manage situations requiring special handling, and collaborate with other departments. A continuous effort to maintain knowledge of bank products, services, policies, and procedures is essential for assisting customers via telephone or email. Building customer relationships through recommendations and referrals using Connections software is also a key aspect. The role requires maintaining an organized work area, updating the internal employee phone list, and adhering to all bank policies and procedures, including proper phone etiquette and compliance with banking laws and regulations.

Requirements

A High School diploma or equivalent is required.
Two years of customer service experience.

Nice To Haves

One year of banking experience to include knowledge of banking products and services
One year of call center experience.

Responsibilities

Provides excellent customer service and participates in creating a positive work environment.
Processes a variety of requests including but not limited to payments, transfers, inquiries, travel notes, disputes, research, check orders, limit increases, and debit card orders.
Assists with a variety of requests for research and troubleshooting within Online Banking and Bill Pay.
Investigates and resolves customer issues and effectively communicates to the appropriate parties.
Transfers phone calls and information received to appropriate personnel.
Completes additional tasks such as but not limited to retrieve and respond to secure messages, verifications of deposit, and SSI/Accuity verification requests.
Provides information on an array of services for customers based on their requests and professionally manage situations that require special handling.
Works closely and develops productive working relationships with all departments.
Continually develops and maintains a working knowledge of bank products, services, internal policies, and procedures to effectively help all customers via telephone or email.
Builds relationships with customers via recommendations and referrals through the Connections software.
Maintains an organized and efficient work area.
Updates and maintains the banks internal employee phone list.
Follows all bank policies and procedures.
Performs all job duties and maintains proper phone etiquette, compliance with all banking acts, laws and regulations.
Assists other employees with difficult or more complex situations.
Orders department office supplies.
Maintains key log and issues keys.
Tests phone system and recordings.
Provides input and assists with department meetings.
Contributes to writing department policies and procedures.
Assists the Customer Service Center Manager and Supervisor in training and the development of the staff.
Assists the Customer Service Center Manager and Supervisor and may act as a back-up in their absence.