Customer Support Specialist I

FFB Bank•Fresno, CA

4d•$22 - $29

About The Position

The Customer Support Specialist I is responsible for supporting the branch operational and customer support activities in a central Customer Service Team. Opens all new accounts for Relationship Managers; assists customers over the phone with their banking needs; recommends appropriate Bank products and services, performs branch clerical duties; maintains expert knowledge of bank products and services; positively represents the Bank by maintaining good customer relations and referring customers to appropriate staff for new services.

Requirements

High school diploma or equivalent required; bachelor’s degree preferred.
Minimum 1–2 years of related experience in customer service in a financial institution, call center or relevant industry preferred.
Basic analytical and problem-solving skills; ability to work with and interpret data.
Experience with CSI, DialPad, Adobe E-sign, Zendesk, etc. preferred.
Proficiency with Microsoft Office Suite (Excel, Word, Outlook) required.
Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers, vendors and employees.
Strong organizational and time management abilities with attention to detail.
Proficient teamwork and relationship skills to contribute to cross-functional collaboration and team success.
Willingness to take on special projects and perform other duties as assigned, beyond core responsibilities, to support team and organizational needs.
Commitment to continuous learning and professional development to stay current with industry standards and best practices.
Ability to maintain authenticity and integrity in all professional interactions, ensuring trust and credibility with stakeholders.
Capable of managing multiple priorities and meeting deadlines in a dynamic environment.
Ability to work independently with minimal supervision and as part of a team.
Proven ability to adapt to changing priorities and procedures.
Current driver’s license and a vehicle with appropriate insurance coverage if required to drive while performing assigned duties and responsibilities.

Responsibilities

Strives to resolve customer inquiries and issues during the first interaction to ensure a one-call resolution.
Delivers prompt and effective customer service by answering calls within two rings and providing accurate, timely solutions to customer inquiries and concerns
De-escalates and /or escalates situations involving dissatisfied customers, offering patient assistance and support.
Builds and maintains positive relationships and engages customers by going above and beyond.
Manages support tickets efficiently, delivering accurate solutions within expected timeframes.
Assists customers in their selection of various accounts, products, and financial services available from the Bank; ensures cross-sell opportunities are presented by applying professional sales techniques.
Interviews customers to obtain information; establishes proper identification of new customers; determines need and extent of reference investigation; assists customers in completing new account openings.
Operates computer terminal or personal computer to process account activity; determine balances and resolve problems within given authority.
Provides effective customer service by answering customer questions; investigates and corrects errors; and resolves problems or other issues.
Assists customers with various account servicing requests, including issuing official checks, processing wire transfers, updating addresses, and ordering checks, deposit slips, and endorsement stamps.
Collects and processes data for various operational reports and callback verifications.
Prepares routine letters, reports and forms.
Ensures the organization files, copies, and faxed documents.
Performs official notary service duties as needed.
Embodies the TRAC Values and Critical Behaviors (Teamwork, Relationship, Authenticity, Commitment) as core principles, using them to guide daily interactions and decision-making.
Completes administrative tasks with a sense of urgency, including required Bank Compliance Training.
Responds to internal and external inquiries via email, phone, or messaging platforms in a timely and professional manner.
Positively represents the Bank through ethical conduct and community involvement.
Demonstrates an understanding of and commitment to EEO policies.
Fosters a respectful, inclusive workplace by valuing cultural differences, preventing harassment of any kind, and supporting a diverse workforce.
Ensures adherence to all Bank policies, procedures, and processes, along with applicable state and federal laws, rules, and regulations, ensuring confidentiality and data privacy while carrying out AML/CFT (Anti-Money Laundering and Countering the Financing of Terrorism) responsibilities specific to the role.
Performs duties in an office or home office environment, involving tasks such as writing, typing, speaking, lifting moderate weights, and operating office equipment.
The position requires physical activities like sitting, walking, and reaching.
Reasonable accommodation can be made for individuals with disabilities to perform essential functions.
Travels up to 10%, including but not limited to attending company meetings, training sessions, and corporate events, with travel typically being regional or local based on business needs.