Primary Contact Center Representative (Call Center)

Fnb Online; Hermitage (Mercer County); On-site; USD 35,000 - 45,000; Full time

Job summary

Fnb Online is seeking a Primary Contact Center Representative in Hermitage, Pennsylvania. This role involves managing high volumes of customer calls, resolving inquiries, and promoting banking products and services. The ideal candidate should possess strong communication and customer service skills, have a high school diploma, and at least one year of relevant experience. Join Fnb Online to be part of a dynamic team that's committed to exceptional service and compliance with regulatory laws.

Qualifications

• 1 year of job-related experience in customer service.
• Familiarity with banking concepts and services.
• Ability to work some holidays and weekends.

Responsibilities

• Handle inbound and outbound calls related to customer service.
• Resolve customer issues and promote products/services.
• Provide support for online banking products and services.

Skills

Excellent communication skills

Excellent customer service skills

Detail-oriented

Ability to multi-task in a fast paced environment

Basic MS Word

Basic MS Excel

Strong problem solving ability

Education

High School or GED

Job description

## Primary Office Location:3014 East State Street. Hermitage, Pennsylvania. 16148.## **Join our team. Make a difference - for us and for your future.****Position Title:** Primary Contact Center Representative**Business Unit:** Retail Operations**Reports to:** Contact Center Supervisor**Position Overview:**This position is responsible for handling a high volume of inbound and or outbound calls. Identify our customer’s needs, provide product/service information, and to resolve any questions and or 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. Provide basic trouble shooting support for online banking products and services such as password resets, mobile banking, and bill payments.Support branch operations and act as a liaison between the branch and customer through engagement and ownership of the service request. Act 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 to Perform the Primary Responsibilities of this Position:**High School or GED **Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:**1 **Skills Required to Perform the Primary Responsibilities of this Position:**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 abilityPatience when dealing with difficult situations. **Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:**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.FNB will not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.# A culture of teamwork. A history of success.As a leading diversified financial services company, F.N.B. Corporation (FNB) offers a wide range of opportunities for individuals who want to grow their careers. The FNB team is a group of highly qualified professionals who work together to provide comprehensive financial solutions across our corporate footprint, which includes Pennsylvania, Ohio, Maryland, West Virginia, Virginia, North Carolina, and South Carolina.Our consistent recognition as a **best place to work** and **top workplace** by our own employees symbolizes the outstanding culture we represent.# # **Sign up for Job Alerts:****A simple and easy way to stay up to date on career opportunities available.**You now have the ability to **sign up for job alerts** through your candidate profile.To enroll you will need to create or sign into your candidate profile and select "job alerts".By enrolling in job alerts, you will receive email notifications as opportunities come available that match your selected interests.