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First Federal Bank Customer Care Call Center Level 1 in Youngstown, Ohio

Description

Position Title: Customer Care Level I Department: Customer Care Call Center Position Reports to: Customer Care Lead & Customer Care Manager Position Supervises: No Direct Reports

Position Summary:

This position will respond to external customer inquiries in accordance with the established criteria and the tenants of “Customer First”. Must provide exceptional customer service to all customers at all times. Resolve customer issues and concerns efficiently and professionally by applying knowledge of products, services, applications, policies, procedures, and the departmental goals and objectives. Demonstrate and implement our Trusted Advisor strategy to all internal and external customers

Duties and Responsibilities:

  • Respond to external customer calls in accordance with the established criteria and the tenants of “Customer First”

  • Consistently and accurately enter customer call information into tracking software

  • Proactively listen to customers to refer all products and services that could benefit our customer’s needs.

  • Promote and ensure that the customer service delivered is of the highest quality

  • Actively participate in the creation and execution of plans for team effectiveness

  • Represent Premier Bank in a professional manner at all times

  • Work effectively with co-workers to research customer issues and concerns and find solutions

  • Enter transactions from various Operations Departments and customer call-in’s, into Teller Insight

  • Confer with manager to clarify priorities, escalation processes and assignments

  • Accept assignments with open, cooperative, positive and team-oriented attitude

  • Effectively research and respond to customer emails, accurately process refunds, tickets and wires, properly sort and log returned mail, and accurately complete verification of deposits.

  • Completes other duties as assigned.

    Education, Certification, License and Experience:

  • High school graduate or equivalent.

  • 1 year of customer service experience preferred

  • Banking experience preferred

    Skills and Knowledge:

  • Excellent verbal and written communication skills

  • Phone etiquette skills

  • Knowledge of Word, Excel, Outlook and business software

  • Proven customer service proficiency

  • Ability to work with “difficult customers” in a professional manner

  • Analytical and problem solving skills

  • Ability to prioritize duties

  • Demonstrate aptitude and willing to learn and implement new processes

  • Responsible for knowing and ensuring compliance with applicable laws, regulations and guidelines, as detailed in policies that include but are not limited to Bank Secrecy Act and other applicable anti-money-laundering rules, Right to Financial Privacy, Fair Lending, Community Reinvestment Act, Gramm-Leach-Bliley Act, and other laws and regulations as they pertain to the position.

  • Compliance with Bank Secrecy Act, OFAC and USA PATRIOT Act, Monetary Instrument log, and reporting of suspicious activities to supervisor.

    Work Environment:

This job operates in a professional office environment. Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to speak or hear, stand or sit for long periods of time, open filing cabinets, walk, stoop or bend, use hands to handle or feel and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds and complete tasks requiring manual dexterity. Ability to drive a vehicle for travel is required for the position.

Premier Financial is an Affirmative Action and Equal Opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or any other legally protected status.

The above statements are intended to describe the essential functions of the job and the qualifications of the person assigned to it. They are not intended as an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description does not constitute a contract of employment. Employment is “at will” and may be terminated at any time.

Position Details:

Job Code: DOCCR1

Classification: Hourly

Salary Grade: 21

Incentive: yes

Position type(s): Full Time

Travel: 5 %

Work schedule: Mon-Fri 8-8 Sat 8-1 or as needed for support

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