What are the responsibilities and job description for the Digital Banking Specialist position at The First Bank?
Job Details
Description
We believe our team members are the vital component to our success and deserve to build a career and not hold just a job. In Customer Care, we aim to provide superior customer service to both external and internal customers. To do this, we excel in delivering a seamless, world class experience to the customer regardless of the product or service need.
Primary Duties
Our Customer Care Team focuses on the below responsibilities while delivering the service expectations we desire:
- Build and maintain rapport with the customer by quickly earning their trust
- Identify the customers problem and effectively communicate the resolution
- Answer inbound phone inquiries, chat sessions and emails timely, accurately and professionally
- Leverage active listening, critical thinking and probing skills to ensure first call resolution
- Able to successfully assist customers with general inquiries regarding their accounts, not limited to Deposit Accounts, Loan Accounts, Debit Cards and Digital Banking
- Promote the “Digital Banking” mindset by exceeding the customer expectations and fully resolving their inquiry
- Ensure the security of customer information and minimizing the bank loss by performing correct authentication on each customer interaction
- In an accurate and timely fashion, complete all system maintenance, orders and documentation on behalf of the customer to ensure full resolution.
- Follow all policies and procedures, while adhering to the Quality Assurance expectations
- Embrace the “Team” mindset while working with a small team to support the mission of Customer Care during high volume events that require additional support
- Highly motivated with strong work ethic and focus on achieving results with customer satisfaction
- Maintain a working knowledge of PC skills including the ability to troubleshoot common problems and navigate the internet, intranet and between multiple systems.
- Maintain a positive and professional demeanor with customers at all times regardless of the circumstances or stress level of the call center.
- Complete other duties as assigned
The duties and responsibilities listed above may be revised at any time within the sole discretion of The First Bank without advance notice to or the consent of the employee.
Qualifications
Education / Experience:
- High School diploma or equivalent required.
- Call Center or Customer Service experience, preferred
- Prior banking experience, preferred
Knowledge/Skills/Ability:
- Proficient in relevant computer applications and general PC navigation
- Ability to multi-task in several computer applications, while holding a conversation with the customer
- Self-motivated and a team player with the ability to work independently in a fast paced environment
- Demonstrate good verbal and written communication skills, use active listening skills, proper grammar and people skills including a pleasant voice.
- Knowledge of basic Customer Service principles
- Proficient in data entry
- Enjoys working in a fast-paced environment
- Detail oriented and has good organizational & time management skills
Physical Demands:
- Sitting for long periods of time
- Ability to lift up to 25-pounds
- Use headset
