Customer Resolution Specialist (Bilingual)

About the role

At First Fidelity Bank, the Customer Resolution Specialist (CRS) plays a crucial role in delivering a positive client experience through phone and digital support. The ideal candidate is service-driven, enjoys problem-solving, and communicates with empathy.

Responsibilities

• Provides prompt, courteous, and accurate service to clients, via the telephone, mobile app, and live chat.
• Responds to client inquiries, requests, and concerns.
• Identifies, researches, and resolves issues using systems and resources available, taking ownership of each client interaction.
• Maintains a friendly and outgoing personality to deal calmly with client problems and questions.
• Effectively de-escalates client issues using empathy and conflict resolution skills.
• Processes requests from both internal and external clients.
• Quickly learns about Bank products, services, systems, policies, and procedures through ongoing training, self-study, and career development.
• Makes efficient use of time despite frequent interruptions and utilizes downtime to learn more about Bank.
• Utilizes effective listening and discernment skills, asks need-defining questions, recognizes client needs, and matches them with appropriate products through sales or referrals, and applies appropriate taglines when offering bank products and services.
• Utilizes effective time management and prioritization skills in order to handle a high volume of multiple communication methods in a fast-paced environment.
• Works well in a group setting and maintains a courteous and professional demeanor.
• Demonstrates effective teambuilding skills and contributes ideas and suggestions that benefit the team and clients.
• Provides technical support for online banking and other bank-wide products.
• Assists clients with loan and new account applications, including scheduling closings at a branch location.
• Inputs disputes for clients via the telephone and internet.
• Makes outbound calls to clients concerning suspected fraudulent transactions.
• Maintains the highly confidential nature of client information and records.
• Consistently supports the Bank and its Mission, Vision, and Core Values.
• Serves as support for the Virtual Bank, Banno, and Chat services, Treasury service clients, and other duties as needed to meet department needs.

Qualifications

• At least (1) year previous banking and/or contact center experience required.
• Previous experience with live chat communication is a plus.
• A high school diploma or equivalent required.
• Exceptional listening skills and attention to detail in order to discern client needs.
• Able to think, reason, and react quickly in order to formulate solutions and provide personalized client service.
• Able to demonstrate empathy with client concerns.
• Able to consistently handle a large volume of contacts via the telephone or internet, deal with stressful situations, remain calm under pressure, and act in the Bank's best interest.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Must be capable of dealing calmly and professionally with different personalities or individuals from diverse cultures at various levels within and outside of the Bank.
• Superior verbal communication skills. Must have the ability to speak articulately, converse intelligently, clearly, and understandably over the telephone with clients and co-workers.
• This requires a pleasant and professional tone and demeanor, rate of speed when speaking, and an ability to be clear and concise.
• Strong written communication and keyboarding skills in order to accurately document/track status of issues, assist clients via internet or our mobile app, and respond to professional communications.
• Able to work independently with minimum supervision in a fast-paced environment.
• Able to quickly gain knowledge and understanding of all bank products and services offered, including new products and services as they are introduced.
• Strong organizational skills that enable multiple tasks to be balanced.
• Independent decision-making ability within defined guidelines.
• Adapts quickly to change and remains flexible.
• Able to maintain positive team spirit and communication.