Customer Service Center Specialist - Bilingual Required at First Federal Bank in Twin Falls, ID

Job description

• Ideal candidates will demonstrate the bank’s core values.
• Driven: Hard-working, self-motivated, and strives for excellence.
• Seeks opportunities to contribute, learn, and grow. Brings positive energy, initiative, and collaboration to help the team and Bank win.
• Dedicated: Committed to the success of colleagues, customers, and the Bank.
• Has a team-first attitude—caring more about the team’s success than personal recognition. Follows through on commitments and takes ownership for results.
• Engaged: Cares about their job and the Bank’s success.
• Energetic, curious, and focused on their work and the Bank’s mission. Collaborates with purpose and builds internal and external relationships.

Responsibilities

• Provides excellent customer service and participates in creating a positive work environment.
• Processes a variety of requests including but not limited to payments, transfers, inquiries, travel notes, disputes, research, check orders, limit increases, and debit card orders.
• Assists with a variety of requests for research and troubleshooting within Online Banking and Bill Pay.
• Investigates and resolves customer issues and effectively communicates to the appropriate parties.
• Transfers phone calls and information received to appropriate personnel.
• Completes additional tasks such as but not limited to retrieve and respond to secure messages, verifications of deposit, and SSI/Accuity verification requests.
• Provides information on an array of services for customers based on their requests and professionally manage situations that require special handling.
• Works closely and develops productive working relationships with all departments.
• Continually develops and maintains a working knowledge of bank products, services, internal policies, and procedures to effectively help all customers via telephone or email.
• Builds relationships with customers via recommendations and referrals through the Connections software.
• Maintains an organized and efficient work area.
• Updates and maintains the banks internal employee phone list.
• Follows all bank policies and procedures.
• Performs all job duties and maintains proper phone etiquette, compliance with all banking acts, laws and regulations.
• Assists other employees with difficult or more complex situations.
• Orders department office supplies.
• Maintains key log and issues keys.
• Tests phone system and recordings.
• Provides input and assists with department meetings.
• Contributes to writing department policies and procedures.
• Assists the Customer Service Center Manager and Supervisor in training and the development of the staff.
• Assists the Customer Service Center Manager and Supervisor and may act as a back-up in their absence.

Requirements

• A High School diploma or equivalent is required. Two years of customer service experience.
• One year of banking experience to include knowledge of banking products and services and/or one year of call center experience.

Skills

Required

• Excellent customer service
• Bilingual (required)
• Phone etiquette

Preferred

• Banking experience
• Call center experience