Customer Service Representative

4 weeks ago

Columbia, South Carolina, United States First Farmers Bank Full time
Job Title: Customer Service Representative

Job Summary:
First Farmers Bank is seeking a Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients through telephone, chat, and text. You will assist customers with their inquiries, resolve issues, and provide solutions to their problems.

Key Responsibilities:
Assist customers with their inquiries and resolve issues
Provide solutions to customer problems
Identify cross-sell opportunities and sell appropriate services to customers
Make transactions, changes, or corrections as needed to resolve customer issues
Handle Internet Banking inquiries and maintenance
Assist other departments as required

Requirements:
One month to twelve months of similar or related experience
A high school education or GED
Good listening skills and good computer skills
Proficiency in typing
Pleasant speaking voice on the telephone
Ability to prioritize work tasks appropriately

Work Environment:
This job operates in a professional office environment. The person in this position needs to frequently move about inside the office to interact with associates or clients and access office machinery and file cabinets. The person in the position constantly operates a computer and other office productivity machinery, such as a calculator, photocopier, and printer. The person in this position constantly communicates with customers who have inquiries. Must be able to exchange accurate information in these situations.

Performance Measurements:
To comply with the letter and with the spirit of the bank's Code of Business Conduct and Ethics
To maintain the confidentiality of customer and any other sensitive information
To be flexible in work hours that may range from 8:00 a.m. until 7:00 p.m. weekdays and 8:00 a.m. until 6:00 p.m. on Saturdays and Sundays from 10:00 a.m. until 6:00 p.m.
To be punctual and have regular attendance
To provide accurate, courteous, prompt, and professional telephone service to all customers and potential customers with the goal of resolving issues at the first point of contact
To respond to correspondence within two days
To direct out-of-scope telephone calls to the appropriate team or individual with minimum transfers
To process customer transactions with no errors
To maintain a professional appearance and atmosphere for the department
To successfully recommend a new product or service to customers
To complete required training and undertake additional training as needed to increase job knowledge and maximize productivity
To develop and maintain a positive and productive working relationship with department/branch staff
To acquire and maintain a working knowledge of regulations and bank procedures; to comply with the provisions of the Bank Secrecy Act and other laws and regulations
To maintain an excellent attendance record

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