JOB SUMMARY:

FCB Banks is looking for talented, hardworking, energetic professionals to join our growing team in both customer facing and customer support positions. We are a locally owned community bank offering a broad range of products and services delivered with great customer service.

A Customer Service Representative handles customer service inquiries by telephone, e-mail and US mail to ensure quality customer service and production standards are met. They utilize technical skills and general knowledge of product requirements, benefits, features policies and procedures to resolve customer inquiries. They engage in proactive problem solving and resolution in regards to all online transactions including online banking, mobile banking and bill pay products. They utilize knowledge based on experience to research possible fraud and system issues related to all customer transactions. A Customer Service Representative uses tact and experience-based knowledge to resolve customer complaints and explain specific policies and procedures related to customer transactions and bank products and services.

PRIMARY RESPONSIBILITIES AND DUTIES:

• Respond to telephone inquiries from many sources such as customers, branch managers and general bank employees
• Provide excellent, prompt, and efficient customer service to banking customers, performing such duties as resetting passwords, training customers and responding to customer correspondence
• Resolve all electronic banking inquires and support questions
• Set and reset user access to electronic banking products and services.
• Investigate fraud or other issues related to all electronic services including ATM and debit cards
• Review online user access reports and ATM card exception reports for possible fraud or security problems
• Scan documents for research and record retention
• Other duties as assigned by management

SKILLS AND REQUIREMENTS:

• High School Diploma or equivalent
• Organization
• Detail-oriented
• Self-motivated
• Ability to lift and carry up to 15 lbs.
• Problem solving/empathy
• Service and team-oriented
• Professionalism
• Communication: oral, written and listening
• Ability to recognize irregular or suspicious transactions and take appropriate steps to prevent loss to the Bank

TECHNICAL KNOWLEDGE REQUIREMENTS:

Working knowledge of:

• Regulation E
• Regulation CC
• Regulation D

Basic knowledge of:

• Computer system
• General office equipment (copier, fax machine, calculator, etc.)

Location: Swansea

Job Type: Full-Time

Shift: Flexible Hours: Monday-Friday 8:00 am - 8:00 pm; May include Saturdays 8:00 am - 5:00 pm

Equal access to programs, services and employment opportunities is available to all persons without regard to age, ancestry, citizenship, status, color, physical or mental disability, genetic information, marital status, military status, national origin, race, religion, sex (including pregnancy), sexual orientation, or any other basis protected by federal, state, and/or local law.

In accordance with the Americans with Disabilities Act and/or applicable state and local laws, applicants requiring reasonable accommodations for the application and/or interview process should notify the FCB Human Resources Department. Examples of reasonable accommodations include making a change to the application process; providing written materials in an alternate format such as braille, large print, or audio recording; using a sign language interpreter; using specialized equipment; or modifying testing conditions.

Applicants have rights under Federal Employment Laws

Equal Employment Opportunity Poster https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Equal Employment Opportunity Supplement https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

Family and Medical Leave Act (FMLA) https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf

Employee Polygraph Protection Act https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf