• Provide daily support by assisting customers via diverse contact channels to include: inbound/outbound calls, live chat, secure messages, and email with professionalism and urgency
• Must display ability to toggle between multiple applications while assisting customers in the various channels
• Handle customer service issues via direct interface with the customer in order to expedite solutions. Solicit higher level approval for all situations exceeding experience/training, department scope or assigned level of authority.
• Ensure accuracy and provide correct information to customers to resolve issues and exceed customer expectations at first point of contact
• Cross-sell bank services and products
• Responsible for researching and preparing the proper response to customer complaints and inquiries by interacting with team members, employees and managers in the branches/ lending and support departments as needed to complete assigned task
• Operate with an emphasis on building lasting relationships and creating positive experiences to drive results and engagement levels
• Responsible for resolving operational and/or technical issues in accordance with established operating policies and procedures
• Knowledgeable of all FCBI systems and procedures and must adhere to policies and procedures
• Establish and maintain solid working relationships with all levels, departments, and locations within FCBI
• Consistently meets critical deadlines and other performance targets or requirements
• Must be available to work all weekdays and holidays, within Bank operating hours
• Perform other tasks requested by supervisors as they relate to the bank and its functions

Requirements

• At least 18 years of age
• High School Diploma or equivalent required
• 6-12 months of banking or call center experience (preferably in a customer service capacity)
• Proven professional writing ability
• Ability to type 30-45 wpm
• Working knowledge of Microsoft Office including Excel and Word
• Excellent oral, written, phone etiquette and interpersonal communication skills
• Superior customer service (internal and external) with a compassionate customer service mindset
• Flexible, open-minded and solution-oriented with the ability to adapt to a fast-paced and changing environment
• Demonstrate good judgment, analytical and problem solving skills when making decisions
• Detail oriented and ability to multi-task and manage multiple projects and difficult situations or individuals, all simultaneously while consistently meeting deadlines
• Regular and punctual attendance is a must
• Must successfully pass background investigation according to company policy
• Must be able to get along with co-workers and work effectively in a team environment
• Must be authorized to work in the United States