Customer Care Specialist

Responsibilities

• Affirms Firstrust’s commitment to providing prudent financial solutions and exceptional service.
• Develops new business opportunities for Firstrust.
• Identifies and addresses customer/prospect needs to promote appropriate services.
• Sells and promotes Firstrust’s deposit and loan products to both potential and existing customers.
• Independently handles customer inquiries, disputes, and complaints through telephone, email, and written correspondence.
• Answers between 60 and 100 inbound telephone calls daily, maintaining handle times between 3 and 5 minutes while achieving First Call Resolution.
• Maintains a team quality goal of 80%.
• Supports retail online banking, provides technical assistance, and resolves issues related to bill pay, funds transfer, pop money, and SMS Text Banking.
• Manages customer data integrity, performs manual system scrubs, and supports ATM/Visa Debit card programs.
• Investigates and documents Reg E inquiries, follows up on Card Fraud center reports, and prepares consumer loan pay-off figures.
• Supports Small Business products and services, including navigating Ready Deposit, Positive Pay, and Online Banking.
• Facilitates corrections and changes to customer personal CIF information, maintains data fields, and performs manual wire inputs.
• Analyzes customer relationships to cross-sell Firstrust’s products and services.
• Facilitates corrections and changes to customer’s personal CIF information; maintains proper data fields within host system according to departmental guidelines.
• Performs other duties as assigned.

Requirements

• Must be willing to work some Saturdays.
• Generally speaking, hours worked would not exceed 40 hours per week.

Qualifications

• Completion of 2 years of college or equivalent work experience preferred.
• One year of Customer Service experience, preferably in a Banking or Call Center environment.
• Experience with Microsoft Office applications (Outlook, Word, Excel, Access, and PowerPoint).
• Excellent organizational and time management skills.
• Resourcefulness and the ability to follow procedures and handle multiple priorities independently.
• Problem-solving skills and the ability to analyze data to solve problems.
• Clear communication and professional demeanor.
• Strong interpersonal skills and the ability to multi-task with a high degree of versatility and flexibility.
• Knowledge of FSB, Mercury, Synergy, Evision, and PayPlus helpful.