Customer Support Associate

3 days ago

Fresno, California, United States Fresno First Bank Full time
About Fresno First Bank

Fresno First Bank is a dynamic and acclaimed single-branch bank with a mission to redefine the banking experience. Born in the heart of Fresno, CA in 2005, our commitment to delivering top-notch banking services has propelled us to the forefront of the industry, earning us accolades and recognition.

At Fresno First Bank, we recognize the uniqueness of each individual who walks through our doors, and our dedicated team strives to craft personalized banking solutions that cater to their distinct needs. Our diverse talents, hailing from every corner of the country, are the foundation of our strength, and we're constantly on the lookout for ambitious and passionate individuals who align with our vision, regardless of their location.

We believe in fostering a culture that encourages growth, teamwork, and open communication. Our people are our greatest strength, and we're proud to offer a friendly, close-knit work environment that promotes collaboration and mutual respect.

Award-Winning Institution
  • In 2024, we were recognized as the #1 Top Performing Publicly Traded Bank with under $2b in assets by American Banker.
  • In 2023, we ranked among the top 5 Community Banks in the Country by American Banker, taking the fourth spot.
  • We also received the Best 50 Companies award by OTCQX in 2023.
  • Our commitment to excellence earned us a 5-star Rating by Bauer Financial in 2023.
What We Offer
  • Company ownership through our Employee Stock Ownership Program (ESOP)
  • A supportive, close-knit work culture that encourages growth and development
  • Opportunities to participate in community networking events and further enhance the Bank's image
  • A comprehensive benefits package, including medical, dental, vision, life insurance, paid vacation, 401(k) retirement plan, training & development, tuition reimbursement, employee assistance program, and internal job posting & referral program

We value diversity and inclusivity, promoting a work environment that respects cultural differences and fosters a sense of belonging. Our core values of Teamwork, Relationship, Authenticity, and Commitment (TRAC) guide our actions and decisions, ensuring that we maintain the highest standards of professionalism and integrity.

About the Role

The Customer Support Specialist plays a vital role in supporting branch operational and customer support activities in a central Customer Service Team. This position involves opening new accounts for Relationship Managers and Branch Deposit Officers, assisting customers over the phone with their banking needs, recommending suitable Bank products and services, performing branch clerical duties, maintaining expert knowledge of Bank products and services, and positively representing the Bank by maintaining good customer relations and referring customers to appropriate staff for new services.

Key Responsibilities
  • Strive to achieve first call resolution and provide effective customer service by answering phone calls within 2 rings, offering accurate and satisfactory answers and solutions to customer requests, inquiries, or concerns.
  • De-escalate and/or escalate situations involving dissatisfied customers, providing patient assistance and support.
  • Build and maintain positive relationships with customers, engaging them by going above and beyond their expectations.
  • Work support tickets in an urgent and accurate manner, processing account activity, determining balances, and resolving problems within given authority.
  • Assist customers in selecting various accounts, products, and financial services available from the Bank, presenting cross-sell opportunities using professional sales techniques.
  • Interview customers to obtain information, establish proper identification, determine need and extent of reference investigation, and assist customers in completing credit applications.
  • Operate computer terminals or personal computers to process account activity, determine balances, and resolve problems within given authority.
  • Represent the Bank in various community, civic, and community reinvestment functions to further enhance the Bank's image and develop additional business.
  • Provide effective customer service by answering customer questions, investigating and correcting errors, and resolving problems or other issues.
  • Issue official checks.
  • Assist with wire transfers, address changes, check and deposit slip orders, and endorsement stamp orders.
  • Gather data and process various reports and callbacks.
  • Train and mentor less experienced customer support personnel as needed.
  • Write routine letters, reports, and forms.
  • Maintain files, copies, and faxes documents.
  • Perform official notary service duties as needed.
  • Demonstrate knowledge of and adherence to EEO policy, showing respect and sensitivity for cultural differences, educating others on the value of diversity, promoting a work environment free of harassment of any type, building a diverse workforce, and supporting affirmative action.
  • Assure compliance with all Bank policies, procedures, and processes, and all applicable state and federal banking laws, rules, and regulations, adhering to Bank Secrecy Act (BSA) responsibilities specific to the position.
  • Follow policies and procedures, complete administrative tasks correctly and on time, including mandatory Bank Compliance Training, support the Bank's goals and values, benefit the bank through outside activities.
  • Treat people with respect, keep commitments, inspire trust, work ethically and with integrity, uphold organizational values, and accept responsibility for own actions.
Requirements
  • High school diploma or general education degree (GED) required; bachelor's degree preferred.
  • Minimum 2-3 years of customer service experience, preferably in a banking or call center environment.
  • Effective oral, written, and interpersonal communication skills with the ability to carry out instructions, interpret documents, understand procedures, and write reports and correspondence.
  • Ability to deal with routine problems, good organizational and time management skills.
  • Ability to work with general supervision while performing duties.
  • Proficient skills in computer terminal and personal computer operation; mainframe computer system; and word processing, spreadsheet, and account opening software programs.
  • Proficient typing skills to meet production needs of the position.
  • Proficient knowledge of general office practices.
  • Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.

**Estimated Salary:** $45,000 - $60,000 per year, depending on experience and qualifications.

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