Call Center Digital Operations Agent

First Financial Bank; United States; On-site; USD 30,000 - 50,000; Full time

Job summary

First Financial Bank is seeking a Customer Service Representative in Abilene, Texas, to support our Contact Center. The ideal candidate will have at least two years of experience in customer care, preferably in financial services, along with strong communication skills.

This role involves responding to various customer service communication channels and overseeing service level expectations while maximizing agent productivity. Applicants should be adaptable and able to thrive in a fast-paced environment.

Qualifications

• Minimum two years of consistent customer care experience, preferably in financial services.
• Six months of Call Center experience is desirable.
• Ability to be flexible and adapt to fast-paced environments.

Responsibilities

• Provide support to our Contact Center and Staff.
• Respond to all customer service communication channels.
• Oversee Service Level Expectations while maximizing agent productivity.

Skills

Customer service skills

Verbal communication

Written communication

Proficiency in Windows based 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. Must be familiar with the account-maintenance related items below:

• 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

The ideal candidate will have a minimum of:

• 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.

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

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)