Job description
Summary:
This position is in the Call Center Branch of First National Bank. We provide the voice guidance for customer and employee questions. Sometimes we are the only contact our customers may have with our Bank, so we want to provide the best possible customer experience. It is your job to be knowledgeable, helpful, courteous, patient and professional. You will try to anticipate the customer’s needs and confirm that you have met them at the resolution of the call. You will also assist in daily and monthly tasks to assist the backroom functions of the bank.
Customer Support Duties:
- Deliver Quality Customer Service
- Always making the customer (employee) calling feel welcome
- Answering phones in call center
- Assisting with customer questions and doing maintenance as needed
- Provide information to customers and potential customers
- Transfer calls when appropriate
- Cross selling of other financial products
- Order checks from Harland
- Electronic Banking Support including Q2, Online Banking and the modules within – including Bill Pay, Wallet Pay, SnapShot, and First Pay
Deposit Operations Duties:
- Double Check IQ2 Maintenance
- Falcon Fraud Contacts
- New & Closed Account Reports
- Bill Pay and Online Banking Registrations
Position Requirements:
- Excellent phone communication skills
- Patient, Positive Attitude
- Confidentiality
- Good problem solving skills
- Attention to detail, good organizational skill
- Ability to work as a team
- Dependable attendance
- Good working knowledge of: Excel & Word
- Ability to quickly learn multiple programs including but not limited to, iCore, Q2 & Bill Pay
- Comfortable with Common Technology
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