Contact Center Specialist

Fishback Financial Corporation; San Francisco (CA); On-site; USD 3,031,000 - 4,684,000; Full time

Benefits offered by this job

Comprehensive Healthcare Benefits

401(k) & ESOP Profit Sharing

Wellness Program

Student loan repayment assistance

Job summary

First Bank & Trust is seeking a Customer Service Representative to respond to incoming telephone calls from customers and bank employees, addressing customer accounts and related services in line with policy and service standards.

The role supports staff across bank operations and emphasizes confidentiality, relationship growth, and adherence to procedures. Strong communication and teamwork are essential in this small team environment.

Qualifications

• Associate's degree plus two years of experience in a related field or the equivalent.
• Excellent oral and written communication skills.
• Ability to work independently and as a team.
• Proven customer service, judgment, and organizational skills.
• Excellent computer skills.

Responsibilities

• Respond to customer phone inquiries regarding a full range of customer transactions and banking products, services, and online banking.
• Ensure customer confidentiality.
• Seek opportunities to retain, expand, and attract customer relationships.
• Assess customer needs and make recommendations regarding options available.
• Adhere to established policies and procedures regarding appropriate resolution of customer complaints.
• Demonstrate effective decision making in determining corrections, fee waivers, and refunds.
• Inform Management of irregular or recurring problems and suggest improvements to better the service provided by the Call Center.
• Be responsible for promoting the bank’s philosophy of excellent customer service.
• Attend all meetings and required training deemed necessary by the Call Center Supervisor.
• Act in accordance with policies and procedures as set forth in the employee handbook.
• Adhere to compliance training.

Skills

Communication skills

Customer service

Computer skills

Team orientation

Independent work

Education

Associate's degree

Job description

Job Description

This person is responsible for responding to incoming telephone calls from customers and bank employees concerning customer accounts and customer account-related service in conformance with policy, procedures, and service quality standards. This person acts as a support for all staff regarding bank operations areas or topics.

Qualifications

This person should have an associate's degree plus two years of experience in a related field or the equivalent. This person must display excellent oral and written communication skills and have the ability to work independently and as a team. This person must have proven customer service, judgment, and organizational skills and must possess excellent computer skills. This person should be able to work independently as well as collaboratively on a small team of less than 10 individuals.

Principle Responsibilities

• Respond to customer phone inquiries regarding a full range of customer transactions and banking products, services, and online banking.
• Ensure customer confidentiality.
• Seek opportunities to retain, expand, and attract customer relationships.
• Assess customer needs and make recommendations regarding options available.
• Adhere to established policies and procedures regarding appropriate resolution of customer complaints.
• Demonstrate effective decision making in determining corrections, fee waivers, and refunds, and in appropriate methods/solutions to meeting customers’ needs.
• Inform Management of irregular or recurring problems and suggest improvements to better the service provided by the Call Center.
• Be responsible for promoting the bank’s philosophy of excellent customer service.
• Attend all meetings and any other required meetings and/or developmental training deemed necessary by the Call Center Supervisor.
• Act in accordance with FBT policies and procedures as set forth in the employee handbook.
• Adhere to compliance procedures and participate in required compliance training.

Compensation

Compensation Grade Hourly Grade 4

Equal Employment Opportunity

First Bank & Trust is an Equal Opportunity, Aff... All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran. Read our complete Equal Employment Opportunity Policy Statement.

Accommodation Request

Applicants who would like to request reasonable accommodation to the application or interview process should call Human Resources at 800.843.1552 or email [e-mail].

Benefits

• Comprehensive Healthcare Benefits Peace of mind when it comes to you and your family's well-being with generous health, dental, vision, and life insurance.
• Plus, optional access to additional life, disability, and other forms of insurance.
• 401(k) & ESOP Profit Sharing Employees are owners. Receive a match of up to 7% of your contributions to your retirement account.
• Wellness Program The Healthy Way Program incentivizes gym membership and hosts educational programs and challenges throughout the year.
• Education Student loan repayment assistance program. Tuition reimbursement.
• A robust internal training program that goes beyond onboarding.
• We want you to continue learning. That's why we offer job shadowing, a mentorship program, and more.
• Volunteer Service Hours Paid time to volunteer. Employees get 16 hours to take part in and donate their time to local charities.
• In-house Childcare & Preschool Kid's World childcare and preschool in Brookings is available for the children and grandchildren of employees.

Culture

We invest in our people: Our communities have contributed to the success of our business and our families. In turn, this allows us to contribute to the success of our communities. We have remained an independent community institution over the years and employ almost 700 people. Our employees are like family (they’re also part owners). Not only is working for us rewarding, but you’ll also be a part of a positive culture and company that gives back to the community. Our Culture: We value our culture and work hard to keep it top of mind at all times. Employees rally around 9 core principles, creating a collaborative and enjoyable work experience for all. During the onboarding process, all new employees attend a culture camp, which is led by the CEO and the Chairman of the Board.

Work for Us

Work for us: Our employees enjoy working together and treat eachother (and customers) like family. Check out our career opportunities, and join a company that cares about its people and community.