Contact Center Rep I - Bilingual at First State… · Gainesvil…

Join Our First State Bank Family!

First State Banks mission is to treat the community as our home, customers as our neighbors, employees as our family, and by so doing, create value for our shareholders. Our Core Values are: Genuinely Care, Trust, Relentless Improvement and Accountability. All FSB employees perform their daily job responsibilities following these guiding principles in all aspects.

Benefits of Working at First State Bank:

• Growth Opportunities
• Employer Paid Employee Health Insurance
• Vision, Dental and Other Great Benefits
• 401K and Employee Stock Ownership Match Options
• Paid Time Off
• Paid Federal Holidays

Summary:

This position is responsible for the delivery of superior customer service through incoming customer calls. The goal is to provide our customers with call resolution through the first point of contact in most cases; creating efficiencies for the bank and increasing the level of customer service we can provide to our customers and the community.

Essential Job Duties & Responsibilities:

1. Provide exemplary customer service while adhering to bank policies and procedures.
2. Manage large amounts of inbound calls in a timely manner.
3. Identify customer needs, clarify information and provide solutions and/or alternatives.

Other Job Duties

1. Follow established communication workflows when answering questions or resolving issues.
2. Build sustainable relationships with our customers by going the extra mile in customer service.
3. Identify customer needs, clarify information and provide solutions and/or alternatives.
4. Follow customer authentication and call quality standards.
5. Keep records of all calls received utilizing our contact center programs.
6. Guide customers through various electronic channels for accessing account information and product offerings.
7. Use critical thinking to remain solution-focused and recognize the big picture.

Experience:

1. Customer service experience preferred.
2. Excellent interpersonal, verbal and written communication skills, along with active listening ability.
3. Must display a professional, positive and enthusiastic attitude.
4. Familiarity with Customer Relationship Management systems and practices is preferred.
5. Customer focus and adaptability to different personality types.
6. Able to multi-task and stay calm under pressure.

Knowledge, Skills & Abilities:

1. Customer and Personal Service -- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
2. English Language -- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
3. Spanish Language -- Knowledge of the structure and content of the Spanish language including the meaning and spelling of words, rules of composition, and grammar.
4. Mathematics -- Knowledge of basic math principals.

Other duties as assigned.

This job description is subject to change at any time.