Primary Contact Center Representative (Call Center)

F.N.B. Corporation; Hermitage (Mercer County); On-site; USD 32,000 - 52,000; Full time

Job summary

F.N.B. Corporation in Hermitage, PA, is seeking a Primary Contact Center Representative to handle high volumes of calls, identify customer needs, and provide product and service information.

You will resolve inquiries, support online banking, and liaise between branches and customers. The role emphasizes a friendly, outbound attitude and strong teamwork, with opportunities to contribute to service improvement and risk-aware operations.

Qualifications

• 1 year of related customer service experience.
• High School diploma or GED required.
• Excellent communication and customer service skills.
• Ability to work and multi-task in a fast paced environment.

Responsibilities

• Responds to a high volume of incoming telephone calls related to customer service requests and general inquiries. Resolves customer issues and promotes products and services by identifying the customer’s needs, determining the best solution, and communicating the resolution to the customer while meeting all key performance metrics.
• Performs various tasks to include refund requests, dispute handling, payoff quotes, address complaints, update account changes, process stop payments, submit credit card limit increase inquiries.
• Provides basic troubleshooting support for online banking products and services such as password resets, mobile banking, and bill payments.
• Supports branch operations and acts as a liaison between the branch and customer through engagement and ownership of the service request. Acts as the “voice of the customer” by submitting feedback.
• Builds sustainable relationships by displaying a friendly demeanor, superior customer service, empathy and the desire to help, while providing exceptional customer service.
• Performs other related duties and projects as assigned.
• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.
• F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines.

Skills

Communication skills

Customer service

Detail-oriented

Multi-tasking

Office equipment

PC proficiency

MS Word

MS Excel

Problem solving

Patience

Education

High School diploma or GED

Job description

Position Title

Primary Contact Center Representative

Primary Office Location

3014 East State Street, Hermitage, Pennsylvania 16148

Business Unit

Retail Operations

Reports To

Contact Center Supervisor

Position Overview

This position is responsible for handling a high volume of inbound and outbound calls. Identify our customer’s needs, provide product/service information, and resolve any questions and concerns they may have. The candidate should be familiar with various banking concepts, products, services, and have the ability to perform various customer service tasks. The candidate should have an outgoing, upbeat, and friendly demeanor. A positive work ethic and must work well in a team environment.

Primary Responsibilities

• Responds to a high volume of incoming telephone calls related to customer service requests and general inquiries. Resolves customer issues and promotes products and services by identifying the customer’s needs, determining the best solution, and communicating the resolution to the customer while meeting all key performance metrics.
• Performs various tasks to include refund requests, dispute handling, payoff quotes, address complaints, update account changes, process stop payments, submit credit card limit increase inquiries.
• Provides basic troubleshooting support for online banking products and services such as password resets, mobile banking, and bill payments.
• Supports branch operations and acts as a liaison between the branch and customer through engagement and ownership of the service request. Acts as the “voice of the customer” by submitting feedback.
• Builds sustainable relationships by displaying a friendly demeanor, superior customer service, empathy and the desire to help, while providing exceptional customer service.
• Performs other related duties and projects as assigned.
• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.
• F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required

High School or GED

Minimum # of Years of Job Related Experience Required

1

Skills Required

• Excellent communication skills, both written and verbal
• Excellent customer service skills
• Detail-oriented
• Ability to work and multi-task in a fast paced environment
• Ability to use general office equipment
• Ability to use a personal computer and job-related software
• MS Word - Basic Level
• MS Excel - Basic Level
• Strong problem solving ability
• Patience when dealing with difficult situations.

Licensures/Certifications Required

N/A

Physical Requirements Or Work Conditions Beyond Traditional Office Work

• Ability to work some holidays and weekends.
• Ability to sit for extended periods of time.

Equal Employment Opportunity (EEO)

It is the policy of F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.