Customer Service Representative - Data Ops

Classification:     Non-Exempt/Hourly            

Job Type:             Full-Time

Location:             Swansea Data Operations; 2610 N. Illinois St., Swansea, IL 62226

Reports To:         Assistant Vice President of Computer Operations

ABOUT US:

FCB Banks has been family owned and managed for more than three generations.  Our original banks opened in New Baden and Albers in 1901 and customers quickly associated FCB with quality service, competitive rates, and personal customer care.  These qualities became the pillars of our business when First Collinsville Bank opened in 1990 and we began expanding throughout the area.  We streamlined and simplified banking operations and officially changed our name to FCB Banks in 2017.  Today we have seventeen locations in sixteen wonderful towns serving customers in Illinois and Missouri.  We pride ourselves on being locally owned and operated as well as a valued part of the community.  Since 1901 our goal at FCB Banks has always been to provide exceptional service to our valued customers. 

JOB SUMMARY:

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 and utilize knowledge based on experience to research possible fraud and system issues related to all customer transactions. A successful Customer Service Representative uses tact and experience-based knowledge to resolve customer complaints and explains specific policies and procedures related to customer transactions and bank products and services.

ESSENTIAL JOB DUTIES:
 

• Handles customer inquiries via telephone, e-mail and US mail:  Answers questions about accounts, products, services and bank policies.
• Authenticates callers:  Ensures customers and the bank are protected from fraud attempts and takes additional steps to mitigate risk.
• Resolves issues:  Researches and resolves customer service issues, and refers customer to the right individual or department for help.
• Promotes products:  Informs customers about services and products that can benefit them.
• Maintains compliance:  Complies with banking regulations, including bank secrecy, anti-money laundering laws, Reg CC, Reg D, Reg E, and more.
• Educates customers:  Explains bank policies, procedures, products and services in a way the listener can understand.
• Assists bank employees and management with inquiries regarding electronic banking services, online bill payment, debit cards, debit card fraudulent transactions and more.
• Provides excellent, prompt, efficient, customer service to banking customers by performing duties such as resetting passwords, customer training and customer correspondence.
• Trains and supports all electronic banking products and services.  Identifies compatibility of customer operating systems and internet browsers with requirements adequate for online banking product to support customer usage.
• Utilizes various internal and external applications, including Premier Navigator, Director, Client Central, and other systems to support inquiries related to accounts, debit cards or online banking access.
• Acts as support for debit card disputes, inquiries regarding transactions, limit increases, stop payment requests and potential fraudulent activity, escalating when necessary.
• Log customer interactions and maintenance activity in bank’s CRM software.
• Ensures confidentiality of customer information in every situation.
• Routinely maintains accounts according to customer requests.
• Works as a team to follow up on all customer questions or issues promptly.
• Investigates fraud or other issues related to all bank transactions including ATM and debit cards.
• Reviews exception reports for possible fraud or security problems.
• Scans documents for research and record retention.
• Other duties as assigned by management.

TECHNICAL SKILLS NEEDED:
 

• Strong and professional communication skills – verbal and written. 
• Ability to display proper phone etiquette and customer service skills.
• Strong writing skills – uses accurate word usage, grammar, spelling, and punctuation in all written correspondence. 
• Strong listening skills – must be able to listen and comprehend customer inquiries or concerns to provide a valuable solution.
• Strong technology skills, along with working knowledge of Microsoft Office (Word, Excel), traditional office products (copiers, fax machines, ten-keys, phones, etc.) and Mobile Apps and various computer programs.
• Conflict Resolution: Remains professional when dealing with challenging situations.
• Problem Solving – Identifies and resolves problems timely and able to troubleshoot errors.
• Ability to work independently and as part of a team.
• Teamwork – contributes to building a positive team spirit.
• Good understanding of the banking industry, regulations, policies and best practices.
• Quick learner, self-starter, and effective at managing and prioritizing multiple tasks.
• Organized, detail-oriented and analytical.
• Ability to recognize irregular or suspicious transactions and take appropriate steps to prevent loss to the Bank

QUALIFICATIONS:
 

• High School Diploma or equivalent
• Associate’s or Bachelor’s Degree in relevant field (preferred)
• 1 – 3 years of financial services industry experience
• 3 – 5 years of customer service experience, preferably in a call-center environment

WORKING CONDITIONS:

• Ability to lift and carry up to 15 lbs.
• Constantly uses standard office equipment such as computers, phones, photocopiers, filing cabinets, calculators and fax machines.
• Availability to work during call center operating hours (i.e. Monday – Friday 9:00 am – 6:00 pm; Saturdays on rotation).
• Occasionally requires local travel including offsite trainings and meetings.
• Regularly remains in a stationary position at least 50% of the time.
• Constantly moves to access supplies and equipment and to assist coworkers – Cubicle environment with open team communication and training opportunities.
• While performing the duties of this job, the employee is constantly required to talk or hear. 
• Constantly required to use hands to handle or feel, and reach with hands and arms.
• Ability to work under extreme pressure.
• Ability to multi-task, work in a fast-paced, changing environment and maintain a commitment to accuracy and timeliness.
• Ability to follow policies, procedures and written instructions, as well as verbal instructions or directions from their supervisor.

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