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Service Center Specialist
4 months ago
Are you a customer service-oriented individual who enjoys helping others? First Security Bank & Trust in Charles City, IA is seeking a dedicated and enthusiastic Service Center Specialist to provide exceptional support to our valued customers. As a Service Center Specialist, you will play an integral role in ensuring customer satisfaction by resolving inquiries, providing information, and offering support through various communication channels.
POSITION SUMMARY: Responsible for answering in-bound calls as well as online chat customers. Respond to customer’s inquiries for banking support and/or services. Provides effective, efficient, consistent, and professional customer service. Seeks opportunities to attract, retain and expand customer relationships. Interacts with all FSBT offices and departments to best serve the customer and exceed their expectations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Properly identifies the customer and provides information/assistance accurately, efficiently, and professionally
- Answers questions, research problems and performs various operational duties including but not limited to: deposit accounts, loan accounts, debit cards, electronic banking, safety deposit box, fraudulent account situations, and account reconciliation services in effort to achieve a first call resolution level of 75%
- Performs transactions such as account transfers, stop payments, order checks, reset passwords for on-line banking, and performs maintenance on debit cards, etc.
- Responsible for monitoring and responding to website inquires and messages left in the main voice mailbox
- Identifies customer needs, makes appropriate recommendations, and takes action to satisfy their needs; follows up on any action needed related to each transaction
- Escalates and refers delicate situations to the appropriate bank personnel
- Promotes quality customer service to both internal and external customers and promotes teamwork among other bank departments and offices using referrals and support services.
- Support sales and service efforts through quality service and making referrals on all bank services.
- Perform additional duties as they become assigned or apparent
- Participate in bank-sponsored events as outlined in financial institution’s “Community Events Program”.
DESIRED KNOWLEDGE, SKILLS, & ABILITIES
- Ability to work for long periods of time on the phone in a team oriented and fast paced environment
- Ability to work a regular full-time schedule that includes Saturdays
- Excellent communication and interpersonal skills including the following: verbal, written, listening, communication etiquette, and an outwardly positive, helpful and professional attitude
- Knowledge of a variety of Federal and State banking regulations and financial institution operations and procedures
- Knowledge of banking products and services
- Excellent problem-solving skills
- Working knowledge of general computer skills, including Microsoft Office products
QUALIFICATIONS
Education: High School diploma or equivalent
Experience: 1 year bank work experience preferred. 2 years of customer service experience strongly desired.
*Statements included on this job description are intended to describe the general nature and level of work performed by the employee(s) assigned to this job. The statements should not be construed as an exhaustive list of responsibilities, duties, and skills required. Accommodations will be made to allow for meeting the above requirements when it does not place “undue hardship” on First Security Bank & Trust. First Security Bank is an Equal Opportunity Employer. Member FDIC.
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