Primary Contact Center Representative (Call Center)

First National Bank Of Pennsylvania; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

First National Bank Of Pennsylvania is seeking a Primary Contact Center Representative in Pittsburgh to handle a high volume of inbound and outbound calls, resolve customer questions, and promote banking products and services. The role requires familiarity with banking concepts and a friendly, team-oriented attitude.

The representative will support online banking, assist with account changes, disputes, and refund requests, and collaborate with branch operations.

Qualifications

• High school diploma or GED required.
• Excellent verbal and written communication skills.
• Ability to handle high volume of calls while maintaining quality service.
• Proficiency with basic office software and devices.

Responsibilities

• Responds to high volume of incoming calls and general inquiries.
• Resolves customer issues and promotes products/services by identifying needs and solutions.
• Performs tasks: refunds, disputes, payoff quotes, address changes, stop payments, credit card inquiries.
• Provides basic troubleshooting for online banking (password resets, mobile banking, bill pay).
• Supports branch operations and serves as liaison between branch and customer.
• Provides feedback as the voice of the customer.
• Maintains friendly, empathetic, and service-oriented demeanor.
• Performs additional duties as assigned.

Skills

Communication

Customer service

Detail-oriented

Multi-tasking

Office equipment

Computers/Software

MS Word

MS Excel

Problem solving

Patience

Education

High School 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.

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.