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Customer Service Representative

2 months ago

Lakewood, United States FirstBank Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Contact Center Representative. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers through various channels, including phone, email, and chat.

Key Responsibilities
  • Assist customers with general banking and product inquiries, resolving issues in a timely and professional manner.
  • Develop and maintain a comprehensive knowledge of FirstBank's products and services, including deposit accounts, loans, and investment products.
  • Research and resolve customer complaints and concerns, ensuring a high level of customer satisfaction.
  • Meet or exceed individual and team service level objectives, including response times and resolution rates.
  • Collaborate with other departments, including sales, marketing, and operations, to ensure seamless customer experiences.
  • Stay up-to-date on industry trends, regulatory requirements, and product updates to provide expert advice to customers.
Requirements
  • High school diploma or equivalent required; associate's or bachelor's degree preferred.
  • Previous customer service experience, preferably in a banking or financial services environment.
  • Excellent communication and interpersonal skills, with the ability to work effectively with diverse customer groups.
  • Strong problem-solving and analytical skills, with the ability to resolve complex customer issues.
  • Ability to work in a fast-paced, dynamic environment, with a focus on continuous improvement and customer satisfaction.
What We Offer
  • A competitive salary and benefits package, including medical, dental, and vision insurance.
  • A comprehensive training program, including onboarding, product knowledge, and customer service skills.
  • Ongoing opportunities for professional development and career advancement.
  • A dynamic and supportive work environment, with a focus on teamwork and collaboration.