Contact Center Specialist

Bankeasy; Sioux Falls (SD); Hybrid; USD 21,000 - 30,000; Full time

Benefits offered by this job

401(k) & ESOP

Wellness Program

Education assistance

Volunteer service hours

Childcare support

Job summary

First Bank & Trust is seeking a customer service professional to respond to customer and staff inquiries regarding accounts and banking products. The role supports bank operations and emphasizes service quality in a collaborative environment.

Responsibilities include handling inquiries, maintaining confidentiality, and identifying opportunities to strengthen customer relationships. Strong communication and computer skills are essential, with a capacity to work both independently and in a small

Qualifications

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

Responsibilities

• Respond to customer phone inquiries regarding banking products, services, and online banking.
• Ensure customer confidentiality.
• Seek opportunities to retain, expand, and attract customer relationships.
• Assess customer needs and recommend options.
• Adhere to policies and procedures for resolving customer issues.
• Demonstrate decision making in corrections, fee waivers, and refunds.

Skills

Customer Service

Communication

Teamwork

Independent Work

Computer Skills

Education

Associate degree + 2 years experience

Tools

MS Office

CRM Software

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 Grade Hourly Grade 4 First Bank & Trust is an Equal Opportunity, Affirinate Action employer. 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.

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].

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 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.

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

Our employees enjoy working together and treat eachother (and customers) like family.