What are the responsibilities and job description for the Contact Center Representative position at First Bank?
First Bank Service Center Rep -- Tier 1
First Bank is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
Our Service Center Representatives are responsible for providing an excellent client experience by meeting client needs regarding financial and service inquiries from our phone channel.
What You Will Be Doing
- Serve as the first point of contact for Tier 1 support issues and service requests for our clients and make sound decisions quickly.
- Be a friendly voice/representative of First Bank, analyzing client requests, setting appropriate expectations and forwarding them to specialized Service Representative experts (Tier-2 and above) if needed.
- Be resourceful in searching for answers through documentation, knowledge base, communities and provide informational request resolutions.
- Contributing to the accomplishment of individual, team and First Bank performance goals
- Learn internal systems, processes and master quality service standards
- Make connections with First Bank team members with whom you will be interacting most frequently
- High school diploma or general education degree (GED) required
- A minimum of 1 year client service experience and/or training; or equivalent combination of education and experience.
- Previous contact call center experience preferred.
- Intermediate to advanced comprehensive knowledge and experience with Microsoft Office and business-related software required.
First Bank is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.