Customer Service Specialist I

2 weeks ago

Powell, Wyoming, United States Foothills Bank Full time

Position Overview

The Customer Service Specialist I plays a vital role in delivering outstanding support to clients and personnel at Foothills Bank. This position is responsible for managing incoming calls, assisting with wire transfers, addressing account inquiries, resolving debit card issues, handling disputes, processing address modifications, managing dormant accounts, and facilitating online banking and BillPay services. The individual must maintain a professional demeanor, ensure confidentiality, and uphold the bank's reputation.

Key Responsibilities

  1. Handle incoming calls for Foothills Bank, ensuring to greet clients appropriately and verify their identity.
  2. Provide information regarding banking products and services, resolving issues within the scope of authority and escalating more complex matters to supervisors.
  3. Assist in the review of daily operational reports and tasks for the bank.
  4. Efficiently transfer calls to appropriate departments and personnel.
  5. Support customers with account maintenance, inquiries, telephone transfers, check orders, stop payments, limit increases, and wire transfers.
  6. Address inquiries related to ACH and debit card transactions, disputes, dormant account status, new online banking setups, and password resets.
  7. Generate statement printouts and fulfill check copy requests.
  8. Initiate and confirm outgoing wire transfers promptly and accurately.
  9. Recognize and report potential fraudulent activities.
  10. Provide tailored solutions to meet customer needs while adhering to bank policies and regulations.
  11. Promote services such as phone banking, online banking, and e-statements.
  12. Meet daily call processing targets to achieve departmental goals.
  13. Comply with all company policies, procedures, and relevant laws, including the Bank Secrecy Act and the Patriot Act.

Additional Duties

Maintain adherence to Foothills Bank's core values, keeping management informed of significant activities and challenges. Participate in community service initiatives and bank-sponsored events that align with the bank's mission and values. Deliver exceptional internal and external customer service, demonstrating professionalism, respect, and courtesy towards all clients and colleagues.

Qualifications

Education and Experience:

  • 0-1 years of relevant experience.
  • High school diploma required; equivalent combinations of education and experience may be considered.
  • Prior experience in banking is preferred.

Required Skills:

  • Strong problem-solving abilities and the capacity to prioritize multiple tasks.
  • Effective interpersonal skills to foster relationships with peers and supervisors.
  • Ability to manage various projects and details simultaneously.
  • Proficient in writing routine reports and correspondence.
  • Capable of presenting information clearly and responding to inquiries.
  • Self-motivated, detail-oriented, and adaptable in a fast-paced environment.
  • Basic computer skills, including knowledge of word processing and spreadsheets.

Working Conditions

This role requires the ability to perform tasks in a climate-controlled office environment with moderate noise levels. Occasional travel may be necessary, and employees must be able to maintain regular attendance and punctuality.

Compensation and Benefits

Foothills Bank offers a competitive salary based on experience, along with a comprehensive benefits package that includes medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, and Paid Time Off (PTO).

Company Overview

Foothills Bank is dedicated to serving the communities we operate in, and we strive to adapt and grow alongside our customers.

We are an Equal Opportunity Employer and consider applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable laws.

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