Customer Care Specialist 1

Firstrust Horsham, PA
Objective

To cultivate prosperity for our current and future customers by providing prudent financial solutions and a commitment to exceptional service; to ensure resolution is achieved during the initial contact whenever possible; to possess expansive knowledge of products and services; to ultimately exceed customer expectations.

Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.

Minority/Female/Disabled/Veteran

Responsibilities/Duties

Assists in the development of new business for Firstrust. Is alert to expressed customer/prospect needs to suggest appropriate services. Actively sells and promotes products to potential and existing customers.

Knowledge of all Firstrust deposit, and loan products to service inbound customer telephone/email inquiries

Independently assists customers by telephone, email, and written correspondence with inquiries, disputes, and/or complaints. Answers between 60 and 100 inbound telephone calls daily.

Maintain handle time requirements between 3 and 5 minute average while ensuring First Call Resolution. Responsible for a team quality goal of 80%.

Retail Online Banking technical support:

* Research, Verify and approve electronic applications

* Handle all Bill Pay questions to enhance customer/vendor experience

* Support Funds Transfer/ Pop Money external services

* Knowledgeable of Online Electronic Account Opening customer experience

* eStatement management

* SMS Text Banking

* Provide technical assistance and problem solving for Mobile Banking, iPad, iPhone, and Android Apps.

Complete data integrity tasks to ensure customer privacy and system security is held to the highest standard. Complete manual system scrubs of inactive customer data for eStatement, Online Banking, and Bill Pay systems.

Handle outbound mortgage welcome calls and ATM Debit card compromise calls in effort to increase customer awareness and provide a positive personal service experience.

Provide support for ATM/Visa Debit card programs, including but not limited to facilitate card reordering, restrictions, and limit increases. Reg E investigation and documentation. Card Fraud center follow-up and reporting.

Prepare consumer loan pay off figures as required.

Responsible for level I technical support of Small Business products and services. Problem solving skills required to support general Ready Deposit, Positive Pay, and Online Banking navigational questions and provide log in guidance.

Perform manual wire input. Knowledge of domestic and international wire process required. Payplus and Travelex platform knowledge helpful.

Analyze customer relationships to identify the opportunity to cross sell Firstrust Products and Services

This position will be expected to recognize customer needs, offer additional products and services, and attempt to close the sale. Meeting referral goals will be expected.

Facilitate corrections / changes of customer's personal CIF information; maintain proper data fields within host system according to guidelines set by the department head.

Perform other duties as assigned.

Essential Functions

Must be performed with or without reasonable accommodations include physical requirements.

While performing the essential functions of this position, the employee is regularly required to type using a computer, tablet, smartphone, or other device. The employee may be subject to repetitive motion of the wrists, hands and fingers. Will be expressing, receiving, and exchanging ideas via a multi-phone system. The employee must be able to prepare, analyze figures and operate a computer terminal.

DECISION MAKING

Must be able to solve a multitude of issues related to customers and vendors, both internal and external, in effort to achieve equitable satisfaction. Creative and self-starting attributes are essential.

ACCOUNTABILITY:

Incumbent must be able to interact with all department managers and senior management. Be goal oriented and possess effective oral and written communication skills. Exposure and familiarity with branch functions, personal computers, along with good analytical skills are imperative.

PROBLEM SOLVING:

The incumbent must be able to assist in the identification and implementation of new products and services. Based on each situation, be prepared to develop a systematic approach to sell products and offer problem resolution with emphasis on superior customer service. Creative and self-starter are essential.

Under the direction of Manager of Customer Care Center must possess a high degree of critical judgment. Under the direction of the Manager of the Customer Care Center, must possess a high degree of critical judgment when making decisions, and company goals and departmental objectives must be communicated and met. Fairness and conscientiousness must be exhibited in providing solutions to routine problems.

KNOWLEDGE, SKILLS AND EXPERIENCE:

Incumbent should be a team player with the ability to interact with all levels of the Firstrust organization and our varied customer base.

Knowledge - Skills & Abilities

Completion of 2 years of college or equivalent work experience preferred

1 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 / Time Management skills.

Resourceful. Ability to follow procedures and handle multiple priorities independently; ability to analyze data to solve problems.

Communicates clearly and professionally. Strong interpersonal skills are required.

Demonstrates friendly, positive attitude

Ability to multi-task with a high degree of versatility and flexibility

Knowledge of FSB, Mercury, Synergy, Evision and PayPlus helpful.

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