Connection Center Representative

First Federal Bank & Trust; Sheridan (WY); On-site; USD 32,000 - 45,000; Full time

Job summary

First Federal Bank & Trust in Sheridan, WY seeks a Connection Center Representative to provide excellent customer service at the front desk of the Home Loan Center. The CCR will handle inquiries in person, by phone, and through digital channels, coordinating across departments to meet banking needs.

The role requires attention to detail, organization, and a positive, solution-oriented attitude. Notary services, basic account maintenance, and support for loan applications are part of daily tasks,

Qualifications

• 6 months to 2 years of similar or related experience.
• A high school diploma or GED is required.
• Strong customer service and communication abilities.

Responsibilities

• Greet and assist customers with general inquiries and banking product details.
• Respond to inquiries via phone, email, chat or in-person professionally.
• Process deposits, withdrawals, loan payments, and transfers when needed.
• Assist with notary services and basic account maintenance.
• Verify identification and monitor for discrepancies.
• Educate customers on bank products and services.
• Maintain professional relationships with colleagues and customers.
• Support Servicing Team and Bank policies.

Skills

Customer service

Communication skills

Multitasking

Detail-oriented

Organizational skills

Education

High school diploma or GED

Job description

Job Summary

Our work environment is fast-paced and requires team members to provide exceptional customer service, be detail-oriented, learn quickly and have strong organizational skills. Most importantly, we want our team members to have a positive attitude and enjoy their job and their co-workers.

Department: Operations

Team members are expected to strongly support the Bank’s Strategic Plan, and to perform their job duties in accordance to and in the spirit of the Bank’s mission statement and Organizational Values.

The Connection Center Representative (CCR) is responsible for providing exceptional service to clients and ensuring their banking needs are met across a variety of departments and is the front desk staff at the Home Loan Center. The CCR will be expected to manage multiple tasks and priorities simultaneously. The role requires a customer-focused, solution-oriented individual who can work across multiple functions, including general customer service, some teller services, loan assistance, account management, and more. The CCR may assist customers in person, over the phone, and through digital channels.

Essential Duties And Responsibilities

• Greet and assist customers with general inquiries, account information, and banking product details.
• Respond to customer inquiries via phone, email, chat or in-person in a professional and efficient manner.
• Provide accurate information regarding account balances, transactions, fees, and bank policies.
• Resolve customer complaints and issues, working closely with all departments when necessary to ensure customer satisfaction.
• Educate customers on various bank products and services, such as savings and checking accounts, and general loan options.
• Work closely with all departments and locations to provide seamless service to customers.
• Should maintain vigilance for indication of potential fraud or suspicious activities.
• Responsible for conducting accurate and courteous interactions, answering Connection Center phone calls, and providing resolution/escalation to complex issues on customer accounts.
• Maintain a positive and professional relationship with colleagues, contributing to a productive work environment.
• Perform Notary services.
• Role is customer facing and requires a friendly helpful disposition.
• May process customer transactions, including, but not limited to deposits, withdrawals, loan payments, and transfers.
• Assist customers with routine and general inquiries into account details
• Verify identification and check for discrepancies in accounts or transactions.
• Perform various operational tasks as needed.
• Create customer records (CIF) in relevant systems and perform basic account maintenance.
• Assist customers with basic questions about loan applications for mortgage and loan servicing.
• Complete and prioritize tasks assigned by the Servicing Team. Follow guidance and direction from the Servicing Team Manager regarding task priorities, processing requirements, and deadlines.
• Serve as general administrative support staff at location to include maintaining common areas and breakroom, ordering supplies, organizing location meetings/celebrations including food orders, and coordinating with support staff at all locations for bank-wide events.
• Handle administrative tasks such as document scanning, filing, and data entry related to customer accounts or transactions.
• Actively participate in team meetings, training, and other activities aimed at improving customer experience and operational efficiency.
• May assist with monthly expense reporting.
• Other duties may be assigned; providing general support for location.
• Must comply with all company policies and procedures, applicable laws and regulations, including, but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Experience

6 months to 2 years of similar or related experience.

Education/Certifications/Licenses

A high school degree or GED is required.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Professionalism

Approaches others in a tactful manner; reacts well under pressure, treats others with respect and consideration regardless of their status or positions, accepts responsibility for own actions; follows through on commitments. Professional appearance and attire. Work area organized with a professional atmosphere.

Teamwork

Balances team and individual responsibilities; contributes to building a positive team spirit; supports everyone’s efforts to succeed.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability

Ability to apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL REQUIREMENTS

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental And/Or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.