Customer Service Specialist

Position Summary

Join the FNBSF Customer Service team as a Customer Service Specialist, where our priority lies in fostering lasting customer relationships and delivering exceptional service. Be more than a number, the FNBSF team is more like family and values innovation and collaboration.

The FNBSF culture is committed to fostering continuous learning and development, encouraging our team members to grow both professionally and personally.

Enjoy consistent hours, Monday to Friday, 8:00 am to 5:00 pm, with no nights or weekends required.

About the Role

As a Customer Service Specialist, you will provide support to FNBSF customers via phone and email. Serving as their first point of contact, you’ll address inquiries, concerns, and requests promptly and accurately.

Responsibilities

• Assist customers with various account-related requests, demonstrating skillful management of their banking needs.
• Handle incoming customer inquiries through communication channels, such as phone calls and email.
• Provide prompt and courteous responses to customer queries regarding account information, transactions, products, services, and general banking inquiries.
• Aid customers with closures and updates to personal information.
• Maintain positive customer relationships by demonstrating professionalism, empathy, and a customer-centric approach.
• Aid customers in navigating digital banking platforms, including online banking, mobile banking, and self-service options.
• Process customer requests related to account transactions, including transfers, deposits, withdrawals, and bill payments and transaction disputes.
• Verify and update customer account information accurately in the banking system.
• Ensure accurate data entry and recordkeeping, maintaining the integrity of customer accounts and interactions.
• Efficiently identify and troubleshoot problems, providing effective solutions to ensure customer satisfaction.
• Listen attentively to customer concerns, identify the root cause of issues, and determine appropriate solutions.
• Resolve basic customer complaints, issues, and questions by providing accurate information and guidance.
• Escalate complex or unresolved issues to the appropriate higher-level customer service personnel for further investigation and resolution.
• Follow up internally on escalations to understand root cause and resolution of customer issue.
• Deliver product and service knowledge to customers, ensuring they are well-informed about the bank's offerings.
• Collaborate with other departments, such as Treasury Management and Retail Banking, to refer customers for potential cross-selling opportunities.
• Identify opportunities to enhance the customer experience and promote customer loyalty.
• Provide accurate and comprehensive information about the bank's products and services to customers over the phone.
• Provide technical support and guidance for online banking, mobile apps, and other digital services.

Qualifications

• High School degree required.
• One or more years of relevant work experience or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position.

Skills and Abilities

• Excellent verbal and written communication skills.
• Ability to maintain positive rapport with a wide range of individuals.
• Ability to conduct relationships in a manner that ensures cooperation and positive results.
• Excellent organizational skills and attention to detail.
• High degree of accuracy required.
• Demonstrate a high degree of concern for professional and innovative customer service.
• Ability to adapt to the needs of the organization and teammates.

Benefits

• Health Insurance
• Dental & Vision Insurance
• Profit Sharing
• Paid Vacation & Holidays
• Company paid short and long term disability
• Tuition Reimbursement Program
• Employee Banking Perks
• Community Volunteer time
• And More!