Primary Contact Center Representative (Call Center)

F.N.B. Corporation; Pittsburgh (Allegheny County); On-site; USD 32,000 - 46,000; Full time

Job summary

F.N.B. Corporation is seeking a Primary Contact Center Representative to handle high volumes of calls, identify customer needs, and provide banking information. You will resolve questions, promote products, and maintain service quality in a team environment.

Applicants should have a friendly demeanor, strong communication, and the ability to multitask in a fast-paced setting while supporting online banking tasks and branch liaison duties as needed.

Qualifications

• High School diploma or GED is required.
• 1 year of related customer service experience is expected.
• Strong communication and customer service skills are essential.
• Must be able to work in a fast-paced environment and multitask.

Responsibilities

• Responds to a high volume of inbound/outbound calls and resolves customer issues while promoting products and services.
• Processes refunds, disputes, payoff quotes, address changes, and stop payments as needed.
• Provides basic online banking troubleshooting such as password resets and mobile/bill payment support.
• Acts as liaison between branches and customers, capturing feedback and representing the voice of the customer.
• Builds strong relationships with customers through friendly, empathetic service and problem resolution.
• Performs other duties and projects as assigned.
• Adheres to risk management and regulatory compliance as required by the company.

Skills

Customer service

Communication skills

Detail-oriented

Team player

PC skills

MS Word (basic)

MS Excel (basic)

Problem solving

Patience

Education

High School diploma or GED

Tools

MS Word

MS Excel

Job description

Primary Office Location:

503 Martindale Street 4th Floor. Pittsburgh, Pennsylvania. 15212.

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 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.

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.