Primary Contact Center Representative (Call Center)

First National Bank; Hermitage (Mercer County); On-site; USD 30,000 - 40,000; Full time

Job summary

A regional bank in Hermitage is seeking a Primary Contact Center Representative. This role involves high volumes of customer calls, providing exceptional customer service, and resolving inquiries. Candidates should possess strong communication skills and experience in a fast-paced environment. A high school diploma is required, alongside a positive work ethic and teamwork abilities. This position may require working holidays and weekends, offering a chance to make a significant impact in customer satisfaction.

Qualifications

• 1 year of job related experience preferred.
• Ability to use general office equipment.
• Patience when dealing with difficult situations.

Responsibilities

• Handle a high volume of inbound and/or outbound calls.
• Resolve customer issues and promote products and services.
• Provide basic troubleshooting support for online banking.

Skills

Excellent communication skills, both written and verbal

Excellent customer service skills

Detail-oriented

Ability to work and multi-task in a fast paced environment

Strong problem solving ability

Education

High School or GED

Tools

MS Word - Basic Level

MS Excel - Basic Level

Job description

Primary Contact Center Representative (Call Center)

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 customers’ needs, provide product/service information, and resolve any questions and/or concerns they may have. The candidate should be familiar with various banking concepts, products, and 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 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 ability

Patience 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.