Customer Care Specialist II

*Hybrid Position*

The Customer Care Specialist is a part of Firstrust Bank's frontline staff, providing world-class service to a wide range of customers, including retail customers, commercial customers, and internal departments. This will primarily be done via phone, chat, and email. The number one priority is to cultivate prosperity for our current and future customers by providing prudent financial solutions and a commitment to exceptional service; to ensure resolution is achieved during the initial contact whenever possible; to possess expansive knowledge of products and services; to ultimately exceed customer expectations.

JOB DUTIES AND RESPONSIBILITIES:

• Actively monitor and answer phone calls, emails, and chats related to customer needs and servicing.
• Coordinate the resolution of customer inquiries by engaging relevant departments and conduct all follow-up activities to maintain a high level of customer satisfaction.
• Maintain contact center team goals for servicing levels, including speed to answer, hold times, and abandoned calls.
• Learn and maintain a working knowledge of Firstrust banking products and services as they relate to our customers.
• Maintain the security and integrity of all customer data and personal information. This includes, but is not limited to, authenticating customers and their requests, verifying and updating customer information, and monitoring account activity for unusual activity.
• Gain advanced level of knowledge/experience with Firstrust servicing platforms, including AffinityEdge, PartnerCare/Billpay, FIS ImageCenter, Vision Archive, etc.
• Gain advanced understanding of banking concepts and procedures, including transactional processes, transfers, loan processing, and risk prevention.
• Basic understanding of federal banking regulations as they relate to servicing, including Reg CC, DD, and D.

PHYSICAL AND SENSORY REQUIREMENTS:

• While performing the essential functions of this position, the employee is regularly required to conduct verbal and written communication via phone, email, and chat. The employee is required to type using a computer, tablet, smart phone, or other devices. The employee may be subject to repetitive motion of wrists, hands, and fingers.

POTENITAL ON-THE-JOB-RISKS:

• None identified.

EDUCATION, TRAINING AND EXPERIENCE:

• 2-3 years of customer service experience in a Contact Center environment.
• Banking experience preferred
• Excellent organizational and time management skills.
• Ability to follow procedures and handle multiple priorities independently.
• Ability to analyze data to solve problems.
• Communicates clearly and professionally. Strong interpersonal skills are required.
• Demonstrates friendly, positive attitude.
• Self-starter with ability to multi-task with a high degree of versatility and flexibility.