FIRST SECURITY BANK and TRUST CO Service Center Specialist in Charles City, Iowa
POSITION SUMMARY: Responsible for answering in-bound calls as well as online chat customers.i Respond to customeris inquiries ifor banking support and/or services.i Provides effective, efficient, consistent and professional customer service. Seeks opportunities to attract, retain and expand customer relationships.i Interacts with all FSBT offices and departments in order to best serve the customer and exceed their expectations.iESSENTIAL DUTIES AND RESPONSIBILITIES:iProperly identifies the customer and provides information/assistance accurately, efficiently and professionallyAnswers questions, researches problems and performs various operational duties including but not limited to:i deposit accounts, loan accounts, debit and credit cards, electronic banking, safety deposit box, fraudulent account situations, and account reconciliation services in effort to achieve a first call resolution level of 75%Performs transactions such as account transfers, stop payments, order checks, reset passwords for on-line banking, and performs maintenance on debit cards, etc.Responsible for monitoring and responding to website inquires and messages left in the main voice mailboxIdentifies customer needs, makes appropriate recommendations and takes action to satisfy their needs; follows up on any action needed related to each transactionEscalates and refers delicate situations to the appropriate bank personneliiiiiiiiiiii Promotes quality customer service to both internal and external customers and promotes teamwork among other bank departments and offices through the use of referrals and support services.Support sales and service efforts through quality service and making referrals on all bank services.Cover assignments and perform other duties as assigned.i Participate in bank-sponsored events as outlined in financial institutionis iCommunity Events Programi.iiiiiiiDESIRED KNOWLEDGE, SKILLS, and ABILITIESAbility to work for long periods of time on the phone in a team oriented and fast paced environmentAbility to work a regular full-time schedule that includes SaturdaysExcellent communication and interpersonal skills including:i verbal, written, listening, communication etiquette, and an outwardly positive, helpful and professional attitudeKnowledge of a variety of Federal and State banking regulations and financial institution operations and proceduresKnowledge of banking products and servicesExcellent problem solving skillsWorking knowledge of Microsoft OfficeiQUALIFICATIONSEducation: High School diploma or equivalentExperience: 1 year bank work experience preferred. 2 years of customer service experience strongly desired.iiStatements included on this job description are intended to describe the general nature and level of work performed by the employee(s) assigned to this job. The statements should not be construed as an exhaustive list of responsibilities, duties, and skills required. Accommodations will be made to allow for meeting the above requirements when it does not place iundue hardshipi on First Security Bank and Trust.