JOB DESCRIPTION

Title: Bilingual Deposit Operations Call Center Associate

Supervisor: Deposit Operations Supervisor

Functional Job Title: Spanish Bilingual Deposit Operations Call Center Associate

Job Requirements

• Possess excellent English and Spanish language oral and written communication skills, including strong reading and comprehension skills, spelling and punctuations and proven email etiquette in a business environment
• Maintain the ability to work independently and be flexible and adaptable to rapid change.
• Maintain the ability to work seamlessly in a team atmosphere; willing to assist others as needed.
• Ability to interface well with all departments of the company and to represent the bank in a highly professional manner.
• Ability to maintain the highest level of confidentiality.
• Possess and maintain current technological skills, particularly for web-based functions.
• Exercise good judgement in problem solving skills & maintain excellent research skills while understanding basic bank operations.
• Possess excellent organizational, follow-up, and time management skills.
• Maintain the ability to work in a fast paced, production environment while being detail and multi-task oriented.
• Possess the ability to handle customer issues, both positive and negative, quickly, calmly and patiently.

Essential Duties and Responsibilities

• Answering incoming phone calls, providing quality customer service for internal/external customers; handling inquiries and issues efficiently and professionally.
• Provide daily online banking support, including but not limited to; Banno, Bill Pay, eStatements and After Hour Synapsys events.
• Provide daily debit card customer support, including but not limited to transaction research, update card status, reorder cards
• Responsible for following up on issues or concerns to the point of escalation or resolution
• Return all voice mail and email messages promptly, and follow-up with customers and co-workers at the time expected
• Ability and willingness to perform other duties as assigned.

Skills

• Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction
• Ability to demonstrate empathy and build professional relationship during short telephone conversations
• Ability to achieve a high standard with work processes and outcomes, can complete tasks with a concern for all details involved; monitors and checks work for precision, clarity and completeness; produces quality results.
• Provide timely and accurate communication with other bank staff, assisting them in resolving customer issues.
• Communicate new ideas and other issues to the Deposit Operations Supervisor and Department Manager as necessary.
• Ability to interact positively with supervisor, co-workers and customers especially in a stressful environment.
• Ability to display initiative, assume responsibility, make and act upon decisions with the scope of assigned authority.
• Multi-tasking skills

Other Duties & Responsibilities

• High level of trust and integrity
• Ability to act on behalf of the bank and demonstrate a high degree of professionalism, tact and diplomacy
• Maintain general educational and professional expertise through required bank training courses.
• Continually cross-train within Deposit Operations as well as assist in training other employees when necessary.
• Maintain thorough product knowledge of all First American Bank products and services.

Education & Prior Experience:

• High School diploma required
• Associates or Bachelor's degree preferred
• Prior banking experience preferred.

Job descriptions are general outlines of daily activities and are not meant to be all-inclusive. Employees are expected to perform other duties as assigned and directed by immediate and executive management. Job descriptions and duties may be modified when deemed appropriate.

At FABT, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building an environment where every employee has the opportunity to reach her/his potential. First American Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, disability or veteran status, among other factors.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off

Physical Setting:

• Office

Schedule:

• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Preferred)
• Banking: 1 year (Preferred)

Ability to Relocate:

• Athens, GA 30601: Relocate before starting work (Required)

Work Location: In person