Customer Support Agent

First Guaranty Bank-posted 4 months ago
Full-time • Entry Level
Hammond, LA
Credit Intermediation and Related Activities
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The Customer Support Agent serves as the primary customer contact for the bank, which includes assisting customers and branch associates with any customer related issues. Essential Duties and Responsibilities include answering inbound calls and making outbound calls to assist customers with banking products or services including but not limited to: Credit Cards, Bill Pay, and Online Banking. This includes password resets, Online Account Opening, Credit Card and Loan Opening Processes, Debit Card/ATM Cards, Telephone Banking (IVR), Checking, Savings, CDs, Mortgage, and Loan Products. The agent must demonstrate knowledge of products and services related to customer inquiries, respond to customer queries in a timely and accurate manner via email, chat, or another secure message channel, and provide individualized customer service of high-standard professional level. The role also involves building interest in and promoting the bank's products and services, ensuring all policies and procedures are adhered to, determining problems or issues in queries or complaints and proposing solutions, and adhering to the BSA Policy and all other Bank Policies.

  • Answer inbound calls and make outbound calls to assist customers with banking products or services.
  • Demonstrate knowledge of products and services related to customer inquiries.
  • Respond to customer queries in a timely and accurate manner via email, chat, or another secure message channel.
  • Provide individualized customer service of high-standard professional level.
  • Build interest in and promote our products and services offered.
  • Ensure all policies and procedures are adhered to.
  • Determine problems or issues in queries or complaints and propose solutions.
  • Adhere to the BSA Policy and all other Bank Policies.
  • Perform other duties and responsibilities as may be assigned by supervisor.
  • Minimum 1 year of experience in customer service or call center industry.
  • Banking experience is preferred.
  • Ability to problem solve and handle diverse people.
  • Ability to maintain composure under pressure.
  • Must have modest number of technical skills.
  • Proficiency in Word, Excel, and Outlook.
  • Must have professional attitude.
  • Ability to work with a team, as well as independently.
  • Strong interpersonal skills, specifically verbal communication skills.
  • Bilingual speaking preferred, English and Spanish.
  • Medical, dental, vision, and basic life/AD&D insurance.
  • Prescription drug benefits.
  • Long term disability and salary continuance (short-term disability).
  • Paid holidays, paid vacation and sick leave.
  • Tuition reimbursement program.
  • 401k.
  • Section 125 cafeteria plan.
  • Opportunity to earn FGB stock grants.
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