Customer Service Center Specialist I

4 months ago

Twin Falls, United States Bankfirstfed Full time

** Customer Service Center Specialist I (Bilingual in Spanish Required)**

**Job Category****:** Regular Employee - 3 Step **Requisition Number****:** CUSTO001383 Showing 1 location **Job Details**

**Description**

**Essential Duties and Responsibilities**

* Provide professional customer service to all calls and emails received by the bank.

* Participate in creating a positive work environment.

* Respond to inquiries concerning customer information adhering to all bank regulations and internal policies, including the Right to Financial Privacy Act, Customer Identification Policy, and Pretext Calling Policy.

* Investigate and resolve customer issues and effectively communicate to the appropriate party.

* Continually develop and maintain a working knowledge of internal policies and procedures to effectively help all customers via telephone or email. Refer customers to appropriate personnel within the bank for problem resolution.

* Process check orders, telephone transfer request, travel notices and alerts.

* Provide an array of services for customers based on their requests and properly manage situations that require special handling.

* Keep abreast of all products and services offered by the bank to service customers and answer questions.

* Continually look for products and services that will help customers obtain their financial goals.

* Document referrals and recommendations in Connections.

* Complete Verifications of Deposit and SSI verification requests.

* Monitor and log Reg D Excessive Transaction activity and send appropriate communication to customers.

* Enter and update Alternate Addresses and make sure the appropriate customer notification is sent.

* Process Returned Mail according to procedures defined by each department for processing of returned items.

* Retrieve and respond to secure and unsecure messages.

* Assist with Online Banking and Bill Payment issues and changes.

* Provide input and assist with department meetings.

* Maintain an organized and efficient work area.

* Attend required training and provide information to department staff as appropriate.

* Comply with internal audit requirements.

* To perform all job duties and maintain compliance with all banking acts, laws and regulations applicable to your job function.

**Non-Essential Duties and Responsibilities**

* May perform other duties such as complete cash orders for branches, complete garnishments and levies and report within the proper time schedules, order department and corporate office supplies.

* Review and monitor various reports for branches.

* Assist in writing department policies and procedures.

**Qualifications Required**

A High School diploma or equivalent is required. Familiarity with PC including the use of a PC keyboard, mouse and number pad. An intermediate level knowledge of Microsoft Office Suite products to include a working knowledge of Word and Excel.

**Physical Requirements and Working Conditions**

Sitting for extended periods of time, requires close visual acuity and the ability to work and operate computer applications and equipment including copy machine, telephone, scanner or other basic business equipment. The job is within the normal office cubical environment range.

**Qualifications Preferred**

One year of banking experience to include knowledge of banking products and services, and/or one year of customer service/call center experience.

**Skills**

**Preferred**

**Teamwork** *Intermediate* **Self-Confidence** *Intermediate* **Listening** *Intermediate* **Flexibility** *Intermediate* **Conflict Resolution** *Intermediate* **Communication** *Intermediate* **Customer Service** *Intermediate* **Dedicated****:** Devoted to a task or purpose with loyalty or integrity **Flexibility****:** Inspired to perform well when granted the ability to set your own schedule and goals **Education**

**Required**

High School/GED or better.

**Experience**

**Required**

An intermediate level knowledge of Microsoft Office Suite products to include a working knowledge of Word and Excel.

Familiarity with PC including the use of a PC keyboard, mouse, and number pad.

**Preferred**

**1 year:** Customer service/call center experience preferred.

**1 year:** Banking experience to include knowledge of banking products and services preferred.

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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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