Call Center Representative

About the role

First Federal Bank of Louisiana is a full-service, locally owned community bank that has been serving the communities of Southwest and Central Louisiana for over 75 years. With over one billion dollars in assets and 16 offices, the bank offers a wide range of retail and commercial products, as well as investment services.

Visit www.ffbla.bank to learn more. Member FDIC, Equal Housing Lender.

Position Summary

Independently handles routine employee and customer inquiries with a goal of first point contact resolution and limited escalation while maintaining quality communication. Performs a range of customer service-oriented communication by telephone, email, chat, message, phone, or fax, as well as various operational background duties.

Essential Duties & Responsibilities

• Buils rapport with customers, uses proper telephone etiquette and protects the institution by keeping customer information confidential
• Processes incoming mail; processes address changes; validates detailed information
• Processes account maintenance; produces follow up documents pertaining to check orders, stop payments, and unauthorized affidavits
• Aids with customer tax levies
• Provides support regarding end of year tax forms
• Resolves customer complaints; provides follow-up
• Supports electronic banking products and services; troubleshoots issues as needed
• Processes verification of accounts
• Orders and distributes branch deposit account supplies
• Aids in scheduling and training, as directed by supervisor

Minimum Qualifications

• High school diploma or GED
• A minimum of one (1) year customer service experience
• Call Center and/or banking experience is preferred

Other Duties & Responsibilities

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer

The employment policy of First Federal Bank and its subsidiaries is to provide an equal employment opportunity for all employees and job applicants without regard to race, color, religion, sex, national origin, age, individuals with disabilities, protected veteran status, sexual orientation, gender identity, genetic information, or any other legally protected characteristics or activities in accordance with applicable laws.