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Customer Care Representative

3 months ago

San Antonio, United States FB BanCorp Full time
Job Details

Job Location
Farm Bureau Bank-TX Headquarters - San Antonio, TX

Remote Type
Hybrid

Position Type
Full Time

Education Level
High School

Salary Range
$18.00 Hourly

Travel Percentage
Negligible

Job Shift
Rotating

Job Category
Customer Service

Description

Why Us?

Farm Bureau Bank (FBB) offers unique opportunities within the financial community that understands the importance of farming, ranching, and other agriculture-related professions. We also reach beyond traditional branches to develop deep roots in the rural communities we serve. Not just branches. Roots.

FBB team members enjoy competitive compensation and generous benefits.

  • Life Insurance and Long-Term Disability (company paid)
  • Accrued Paid Time Off (PTO) & Paid Holidays
  • Paid Volunteer Hours
  • Affordable Medical, Dental and Vision coverage
  • Outstanding 401k - Employer match up to 5%
  • Continuing Education Opportunities
  • View all available benefit options at Farmbureau.bank.
*Currently hiring in the following states ONLY: AL, AR, AZ, GA, LA, MN, NC, NV, SC, TN, TX, VA*

Will require occasional travel to San Antonio, TX.

Responsible for delivering enthusiastic, professional, quality customer service to Farm Bureau partners, members, non-members, and bank personnel. Create a lasting and positive first impression and act as the single point of contact for all client banking needs. Acquire, retain, and support the growth of profitable relationships by effectively managing relationships with existing customers through knowledge of Farm Bureau Bank procedural resources, material, and technical intelligence. Seeks guidance from more tenured employees to resolve issues and identify appropriate issues for escalation and are under the direct supervision of the Customer Care Supervisor.

Essential Duties and Responsibilities:
  • Perform duties to include providing customers with accurate information via voice, email, or chat, answering questions, and resolving customer complaints, inquiries, and requests regarding new and current accounts.
  • Create a warm and welcoming impression on the phone by demonstrating genuine interest in the customer and in helping them meet their financial needs.
  • Perform daily responsibilities to include cross-selling additional bank products, along with knowledge of opening and closing accounts, servicing customers, processing stop payments, wire transfers, telephone transfers, placing check orders, processing special instructions, and performing basic account maintenance.
  • Responsible for performing out bound customer courtesy calls to notify, educate, and troubleshoot customer inquiries (i.e. new account access, first payment defaults, CD renewals, and final large payments).
  • Complete daily tasks as requested by other internal departments regarding customer follow-ups as needed. (i.e. queue items).
  • Proactively aware of Farm Bureau Bank's key performance indicators and assists with meeting credit and loan growth sales goals.
  • Ensure procedures are followed in accordance with Bank processes and Federal regulations.
  • Maintain a working knowledge of the complete line of products and services offered; takes responsibility to keep current with new product updates and requests assistance for further development, if needed.
  • Pursue personal development to achieve job proficiency and meets performance goals set within Customer Care Team.
  • Responsible for being familiar with the entire loan process for consumer/business vehicle loans and credit cards.
  • Report any signs of application fraud and identity theft. Responsible for gathering required customer information, submitting application, and notifying underwriting of any risk that the bank may encounter.
  • Possess basic knowledge of title requirements by state. Able to review loan account, depict what information is required to complete title work, and educate customer of title perfection process.
  • Meet customer service standards set for quality assurance purposes within the Customer Care Team.
  • Flexible to work during Farm Bureau Bank's hours of operation. Regular attendance required.
  • Perform other duties, as assigned.
Knowledge, Skills, Characteristics, and Abilities
  • Exceptional customer service skills
  • Proficient computer skills
  • Verbal and written communication skills
  • Adaptable
  • High-level problem solver
  • Relationship builder
  • Professional
  • Confident
  • Team player
  • Ability to multitask
  • Positive and friendly
Education and Experience
  • High school diploma or general education degree (GED) required with some college work preferred.
  • Two (2) years customer service or call center experience.
  • Six (6) months or more banking experience or three months experience with Farm Bureau Bank.


EEO Commitment

Farm Bureau Bank is an equal opportunity/affirmative action employer and complies with all applicable federal, state, and local fair employment practices laws. Farm Bureau Bank strictly prohibits and does not tolerate discrimination against team members, applicants, or any other covered persons because of race, color, religion or creed, national origin or ancestry, sex (including gender, pregnancy, sexual orientation, and gender identity) age, physical or mental disability, citizenship, veteran status, or genetic information, or any other characteristic protected by applicable federal, state, or local law. All team members and anyone doing business with the Bank (including vendors, clients, and visitors) are prohibited from engaging in unlawful discrimination. This applies to all employment actions, including but not limited to, recruitment, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.