Call Center Digital Operations Agent

First Financial Bank; Abilene (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

First Financial Bank in Abilene, Texas, is seeking a Customer Service Representative to support the Contact Center and staff. The ideal candidate will have two years of customer care experience in financial services and strong communication skills.

As part of the role, you'll respond to customer inquiries across various channels and help maintain service level expectations. Flexibility and the ability to thrive in a fast-paced environment are essential attributes for success in this position.

Qualifications

• Two years of consistent customer care experience, preferably in financial services.
• Experience in a Call Center is desirable.
• Ability to adapt to a fast-paced environment.

Responsibilities

• Support the Contact Center and Staff.
• Respond to customer service communication channels.
• Ensure Service Level Expectations are met.

Skills

Customer service communication

Written and verbal communication

Proficiency in Windows applications

Education

High School diploma or GED

Job description

Office Location: Abilene, Texas, United States

ESSENTIAL FUNCTIONS

• Provide support to our Contact Center and Staff.
• Respond to all customer service communication channels.
• Oversee and ensure our ability to meet Service Level Expectations while maximizing agent productivity.
• Internal contacts are operations, loan administration, personal bankers, tellers, managers and assistant managers of all First Financial Bankshares, Inc. locations.
• External contacts include current and prospective customers.
• Will be required to work holidays.

ACCOUNT MAINTENANCE EXPERTISE

• Change COA/ Verify Stops
• Failed Microdeposits
• External Account Verification
• UOpen
• External Emails (Web & Mobile)
• Secure Messages
• Mobile Bill Pay FI Holds
• Bill Pay Deceased
• Bill Pay Closed
• Kofax Processing/E-Sign
• UOpen Funding
• Home Banking Enrollment
• Trism Debit Card
• New Account & CIF Reports
• General Online Banking Maint.
• Facebook
• Loan Payment Verification
• Sorting/Scanning

MINIMUM QUALIFICATIONS

• Two years of consistent customer care experience, preferably in financial services, six months of Call Center experience is desirable.
• High School diploma or GED.
• Excellent written / verbal communication and customer service skills, proficiency in Windows based applications.
• Ability to be flexible and in a fast-paced, ever changing environment and be able to adapt to handle all tasks presented to them in a timely professional manner.

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 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)