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Contact Center Representative

2 months ago

Lakewood, United States FirstBank Full time

Description Founded in 1963, FirstBank maintains more than $20 billion in assets and operates over 100 branch locations across Colorado, Arizona and California. Its growth can be attributed to one simple philosophy: do right by customers, communities and employees, which is at the center of the company’s “banking for good” mantra. FirstBank believes that diversity, equity, and inclusion are part of everything we do, both within and outside our company, and prides itself in hiring and training a diverse and talented group. We strive to not only maintain a diverse workforce, but also ensure our employee experience garners a sense of belonging, is inclusive and equitable. FirstBank believes that a company is nothing without the people that comprise it, and prides itself in hiring and training a diverse and talented group. By joining the FirstBank team you will experience its great team culture with ample opportunity for growth. There’s an opportunity for everyone with positions all across the company, from Teller and Call Center to Technology and Lending. Apply today to learn more and join the team A Brief Overview The Contact Center Representative works in a fast-paced call center atmosphere focusing on either general customer service or online banking support. The Representative assists customers in an efficient, friendly and professional manner with a variety of banking questions over the telephone. This position develops and maintains a general working knowledge of all FirstBank products and services offered to assist customers with general troubleshooting and inquires. What you will do Assist customers with general banking or FirstBank product and service questions over the phone Develop and maintain a general working knowledge of all bank products and services Research customer issues and concerns across various products and services to pinpoint logical resolutions Achieve a general understanding of fraud trends occurring to identify possible fraud attempts Meet individual and department service level objectives Assist customers with general troubleshooting for FirstBank products and services Navigate seamlessly between multiple FirstBank programs and systems while aiding customers Collaborate with other FBSS departments and branch operations in order to properly assist customers Perform other job duties and projects as assigned Understand and comply with all provisions of the Safety in the Workplace policy Minimum Requirements Entry-level job with little or no prior relevant work experience in the function Must be bilingual in Spanish and English Preferred Requirements Previous customer service experience. Working knowledge of call center environment. Knowledge, Skills, and Abilities General knowledge of all FirstBank products and services Good verbal and written communication skills Ability to solve general problems Ability to work in a fast paced team environment General understanding of FBSS departments and branch operations Working Conditions and Physical Requirements Frequently remains stationary throughout a typical business day Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer Occasionally moves about inside the office to access file cabinets, office machinery, and other rooms Occasionally positions self to access drawers and shelves of various heights Frequently reaches for and handles paperwork and files Constantly communicates with customers, coworkers, and management in-person and on the phone Must be able to exchange accurate information FirstBank does not currently offer fully remote positions, except as required by law. The actual number of in-office days that may be required will vary by business unit, role, and business need. Salary Range $20.00 Per Hour Statement of Benefits FirstBank offers a suite of benefits that support our employees’ professional, financial, physical, emotional and spiritual well-being. Benefits currently offered with our positions include: Paid Time Off/paid leave programs, 401K/Employee Stock Ownership, United Healthcare medical, MetLife dental, VSP vision, Employee tuition reimbursement, Volunteer Time Off, Short-Term Disability, Long-Term Disability, and Group Life Insurance/AD&D EOE/Affirmative Action FirstBank is an EOE/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other legally protected characteristic. FirstBank does not permit pay inequities. Anyone who believes they have been subject to pay inequity should immediately report their concerns to the Human Resource Department. Colorado Job Application Fairness Act Under Colorado’s Job Application Fairness Act, you have the right to redact from any documents that you submit in connection with your application information that identifies your age, date of birth, or dates of attendance at or graduation from an educational institution. Should you wish to exercise your right to redact such information, please redact it prior to submitting the documentation This job opportunity is expected to close on July 22, 2024 * This job opportunity’s deadline has been extended to July 29, 2024 * This job opportunity’s deadline has been extended to August 2, 2024 This job opportunity’s deadline has been extended to August 9, 2024 This job opportunity’s deadline has been extended to August 14, 2024 This job opportunity’s deadline has been extended to August 19, 2024 This job opportunity’s deadline has been extended to August 23, 2024 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)