Customer Resolution Advisor – Service & Solutions

First Fidelity Bancorp, Inc.; Norman (OK); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Sign-on bonus

Training and development

Career advancement

Job summary

First Fidelity Bank is seeking Customer Resolution Specialists to deliver exceptional service via phone, online chat, and mobile app. You will resolve client inquiries, identify needs, and guide them to suitable bank products with empathy and credible communication.

Join a fast-paced, supportive team that values training, development, and opportunities to advance while maintaining client confidentiality and high service standards.

Qualifications

• At least 1 year of banking and/or contact center experience.
• Live chat experience is a plus.
• Strong listening and written communication skills.

Responsibilities

• Provide prompt, courteous service to clients via telephone, mobile app and live chat.
• Respond to inquiries, research issues and resolve them, taking ownership.
• Maintain a friendly demeanor and de-escalate issues with empathy.
• Process requests from internal and external clients.
• Learn bank products, policies and procedures through ongoing training.
• Match client needs with appropriate products or referrals.
• Manage multiple communications in a fast-paced environment.
• Assist clients with online banking and bank-wide products.
• Support loan and new account applications, including scheduling closings.
• Input disputes and contact clients about suspected fraudulent activity.

Skills

Active listening

Empathy

Conflict resolution

Phone & chat support

Multitasking

Problem solving

Communication

Team player

Education

High school diploma

Job description

First Fidelity Bank is seeking Customer Resolution Specialists to deliver exceptional service via phone, online chat, and mobile app. You will resolve client inquiries, identify needs, and guide them to suitable bank products with empathy and credible communication.

Join a fast-paced, supportive team that values training, development, and opportunities to advance while maintaining client confidentiality and high service standards.