Call Center Customer Support Specialist - Old Town, Columbus - FIRST PEOPLES BANK

Department: Operations - Old Town, Columbus
Department Head: Operations Manager
Reports To: Operations Manager

Summary: This position is primarily responsible for handling a variety of inbound customer service calls in a prompt and courteous manner. Resolves customer questions and problems for accounts, payments, products, and services. Cross sells and informs customers about products and solutions they may not be aware of or currently using

Specific Job Functions:

• Receives customer telephone and online requests and questions in an efficient and professional manner.
• Completes research in various systems and resolves errors or discrepancies.
• Demonstrates knowledge and confidence when discussing the bank's products with new and existing customers and embraces the bank's methodology when describing Kasasa accounts by consistently adhering to 'FRAN' protocol.
• Adheres to company policies and procedures for identifying callers to ensure information is only disclosed to parties who should have access.
• Performs basic maintenance functions on accounts and within varying systems as needed.
• Ability to be trained and fully understand the different bank systems including but not limited to Bancpac, ImageCentre, eVue, OLB and Web Admin, Customer Service Tool, Intercept, Allworx, Converge, CCX and RDC systems, DocuSign, FDM, FRM, and others as assigned.
• Demonstrates accuracy and thoroughness and display commitment to excellence by looking for ways to improve and promote quality. Applies feedback to improve performance.
• Able to identify problems in a timely manner and be able to problem solve independently. Must be able to gather and analyze information skillfully and resolve problem in early stages.
• Becomes familiar with all bank staff and branches to transfer calls efficiently and accurately to appropriate personnel as needed.
• Meets productivity standards and complete work in a timely manner.
• Communicates and interacts well with First Peoples Bank associates, customers, other banks and vendors. Be able to escalate issues as needed to supervisor for further assistance as needed.
• Assist other areas of Operations as time permits to include but not limited to wire transfers, internal transfers, assisting with ACH origination, and processing incoming and outgoing mail.
• Completes assigned training and seeks additional opportunities to improve skills in both regulatory and compliance knowledge, software and systems, and interpersonal skills.
• Adheres to all federal and state regulatory requirements as required by law.

Equipment Used:
Must be able to efficiently operate a computer, fax machine, scanner, copier, printer, telephone headset, complex phone system, and other office equipment.

Supervisory Responsibilities:
This position has no supervisory responsibilities.

Work Environment:
This position operates in the Old Town Branch on Monday through Friday. This position may operate in a different location on scheduled Saturdays.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position requires the ability to sit at a desk for extended periods of time, reach, bend, walk or maneuver around the bank and occasionally lift up to 15 pounds.

Position Type/Expected Hours of Work:
This is a full-time position. Typical days and hours of work are - Monday-Friday from 8:30 am to 5:00 pm; Saturdays 8:30 am to 12:00 pm. Call Center Staff will typically alternate Wednesday and Saturday each week.

Travel:
No travel is expected for this position, with the exclusion of occasional training opportunities and staff meetings.

Qualifications:

• Minimum of 1 year of job-related experience.
• Proven problem-solving skills and the ability to work well under supervision.
• Excellent verbal, written and interpersonal communication skills required.
• Must be proficient with Microsoft office programs such as Outlook, Word, and Excel.
• Ability to work with all levels of management under pressure and strict deadlines.
• A strong commitment to a team culture and positive attitude is required.

Please note 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. Additionally, duties, responsibilities, activities, and work hours are subject to change.