GENERAL DESCRIPTION OF POSITION

Provide warm and friendly service to customers and potential customers. Responsible for retaining and servicing existing relationships. Responsible for promoting and cross selling bank products and services. Provide exemplary customer service on both inbound and outbound call queries. Effectively and efficiently collect the delinquent receivables due to Card Assets, when deemed appropriate. This position requires availability during extended banking hours (6:00a to 8:00p). Position will also require availability on weekends and holidays.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Utilize the Seven Step Retail Sales Process to identify customer needs in order to cross sell appropriate products and services and deepen relationships with existing customers; Answer customer inquiries relating to products, rates, and services; Supports the attainment of department goals.

2. Respond and resolve Cardholders concerns in a professional, timely manner. Ascertain Cardholders facts, identify problem(s) and resolve disputes amicably. Escalate unresolved disputes to management. Document telephone contacts and resolutions. Maintain the Credit Card system processor's Cardholder records.

3. Responsible for taking, verifying and entering credit card phone payments.

4. Understands the mechanics of teller duties and is able to perform with a high degree of expertise to ensure consistency with all company practices, policies, and procedures.

5. Exhibits sales and service behaviors that are consistent with FAB&T's core values and profit objectives.

6. Shares ways to mitigate service delivery weaknesses and exploit potential service strengths to differentiate FAB&T in the market. Collaborates with Retail Management, Training, Internal Audit, and Security on compliance issues and process improvement.

7. Maintains positive, friendly, and professional attitude and appearance.

8. Responds to online inquiries concerning customer accounts within delegated authority. Answers inquiries regarding Online Banking; resets passwords and enables online access.

9. Maintain debit card records; activate and cancel cards; maintain card limits. Maintain the Credit Card system processor's Cardholder records.

10. Interact with other departments effectively. Interact with all agent bank representatives professionally.

11. Responsible for recommending fee reversals and other monetary adjustments on Cardholder accounts.

12. Under supervised conditions, re-order plastics (credit cards) to credit worthy Cardholders' or at the bank's request.

13. Effectively handling of multiple reports i.e. fraud.

14. Perform any other related duties as required or assigned.

PHYSICAL ACTIVITIES

While performing the functions of this job, the employee is continuously required to talk or hear; regularly required to sit, use hands to finger, handle, or feel; occasionally required to stand, walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; and color vision.

ADDITIONAL INFORMATION

Understands and adheres to all compliance issues, attends training as required and related to this position, including but not limited to the Bank Secrecy Act, Privacy Act, US patriot Act, Security, and Credit Card Lending. Must adhere to special shift hours as agreed or instructed by manager. Second and Third shift work is required along with weekends and holidays.

Experience

• Must have excellent decision making abilities
• High attention to detail required
• Must be willing to work extended banking hours
• General computer knowledge required
• 2 year(s): Minimum of 2 years working experience in customer service

• Call center work experience preferred but not required
• Banking experience preferred but not required

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)