Engagement Center Specialist I-PT

First Commonwealth Bank • Indiana, PA

9d

About The Position

The Engagement Center Specialist handles incoming service calls from current or prospective clients who have questions about their accounts or want information about additional products and services. The role also completes follow-up work from inbound calls, including account maintenance, research, information requests, appropriate mailings, and contacting clients or other departments. The specialist makes outbound non-sales service and support calls and initiates conversations to identify and address client financial needs.

The specialist actively seeks referrals for the bank’s financial products and services, maintaining detailed knowledge of bank offerings and working knowledge of non-bank services such as brokerage and insurance. The role supports departmental referral goals by participating in sales contests, provides timely and effective service, completes assigned self-education, and uses non-phone time to review email, procedural updates, and other resources that build job knowledge. Telecommuting may be available.

Requirements

• High school diploma or equivalent.
• Exceptional customer service skills and excellent interpersonal and communication skills, with a professional manner.
• Proficient computer skills and the ability to learn company-utilized systems.
• Ability to work day, evening, and weekend hours, with possible shift changes.

Nice To Haves

• May be eligible for telecommuting.

Responsibilities

• Handle incoming calls about deposit and loan accounts, account maintenance, digital banking access, BillPay, Mobile Deposit, debit cards, rates and promotions, transfers, and calls routed from the integrated voice response system.
• Complete follow-up resulting from inbound calls, including account maintenance, records research, mailings, calls to other departments, and callbacks to clients.
• Make outbound client service and support calls.
• Initiate and participate in client conversations to identify and address client needs.
• Seek referrals for bank and affiliate financial products and services, maintaining product knowledge to promote and refer them effectively.
• Participate in departmental sales contests supporting sales referral goals.
• Handle inquiries and follow-up with urgency and consistently meet established Quality Service Goals.
• Complete self-education assignments, including online compliance training and supervisor-assigned readings or exercises, in a timely manner.
• Use non-phone time to review email, Insite articles, procedural updates, and other available resources to enhance job knowledge.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED