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First Fidelity Bank is Hiring a Customer Resolution Specialist Near Oklahoma City, OK
Job Location
OK OKC 39th Expressway - Oklahoma City, OK
Position Type
Full Time
Travel Percentage
None
Job Shift
Flex M-F 7:30AM - 9:00PM; Sat 8AM-5PM
Job Category
Customer Service
Description
Looking for a rewarding career in customer service? We just increased our hourly minimum rate! We're also offering a $1,000 sign-on bonus with a 1-year retention agreement. We'll provide you with the training needed to be successful!
SUMMARY
The Customer Resolution Specialist provides exceptional service in the Bank's Contact Center by interacting with clients over the telephone and through online chat methods. Develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, and recommending appropriate products or services. The successful Customer Resolution Specialist demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, empathy and patience. Excellent communication skills over the telephone and live chats and the ability to handle a large volume of contacts are essential. The Customer Resolution Specialist role is challenging, and the environment is fast paced, yet rewarding. Our colleagues take the time to truly listen to our clients so they can effectively resolve all inquiries and concerns.
PRIMARY DUTIES/RESPONSIBILITIES:
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. Duties, responsibilities and activities may change at any time with or without notice.
- Provides prompt, courteous, and accurate service to clients, via the telephone, mobile app and internet through live chat. Responds to client inquiries, requests, and concerns. Identifies, researches, and resolves issues using systems and resources available.
- Maintains a friendly and outgoing personality to deal calmly with client's problems and questions. Effectively de-escalates client issues using empathy and conflict resolutions skills.
- Processes requests from both internal and external clients.
- Quickly learns about Bank products, services, systems, policies and procedures through ongoing training, self-study and career development. Makes efficient use of time despite frequent interruptions and utilizes downtime to learn more about Bank.
- Through effective listening and discernment skills and by asking needs-defining questions, recognizes client needs and matches them with appropriate products through sales or referrals. When offering Bank products and services, uses the appropriate tagline on each contact.
- Utilizes effective time management and prioritization skills in order to handle a high volume of chat communications in a fast-paced environment.
- Works well in a group setting and maintains a courteous and professional demeanor.
- Demonstrates effective teambuilding skills and contributes ideas and suggestions that benefit the team and clients.
- Provides technical support for bank-wide products such as online banking as well as many others.
- Assists clients with loan and new account applications, including scheduling closings at a branch location
- Inputs disputes for clients via the telephone and internet.
- Makes outbound calls to clients concerning suspected fraudulent transactions.
- Maintains the highly confidential nature of client information and records.
- Consistently supports the Bank and its Mission, Vision and Core Values.
- Performs other relevant duties as assigned by the Customer Service Manager or Assistant Director.
- The contact center can only achieve our goals and properly serve clients if every colleague adheres to his or her schedule. Therefore, regular and reliable attendance and punctuality is essential.
EXPERIENCE REQUIREMENTS:
At least one-year previous banking and/or contact center experience required. Previous experience with live chat communications a plus.
EDUCATION REQUIREMENTS:
High school diploma or equivalent required.
OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):
- Exceptional listening skills and attention to detail in order to discern client needs.
- Able to think, reason and react quickly in order to formulate solutions and provide personalized client service
- Able to demonstrate empathy with client concerns.
- Able to consistently handle a large volume of contacts via the telephone or internet, deal with stressful situations, remain calm under pressure, and act in the Bank's self-interest.
- Courtesy, tact, and diplomacy are essential elements of the job. Must be capable of dealing calmly and professionally with different personalities or individuals from diverse cultures at various levels within and outside of the Bank.
- Superior verbal communication skills. Must have the ability to converse intelligently, clearly and understandably over the telephone with clients and co-workers. This requires a pleasant and professional tone and demeanor, good speaking articulation, rate of speed, and ability to be clear and concise.
- Strong written communication and keyboarding skills in order to accurately document/track status of issues, assist clients via internet or our mobile app, and respond to professional communications.
- Able to work independently, with minimum supervision, in a fast-paced environment.
- Able to quickly gain knowledge and understanding of all bank products and services offered, including new products/services as they are introduced.
- Strong organizational skills that enable multiple tasks to be balanced.
- Independent decision-making ability within defined guidelines.
- Adapts quickly to change and remains flexible.
- Able to maintain positive team spirit and communication.
SUPERVISORY RESPONSIBILITY: None
PHYSICAL REQUIREMENTS:
Normal Office Environment
EEO/M/F/Disabled/Vets Member FDIC
Job Summary
Full Time
$45k-60k (estimate)
05/01/2024
05/14/2024
ffb.com
GLENDALE, AZ
200 - 500
1920
$50M - $200M
Banking
Related Companies
About First Fidelity Bank
First Fidelity Bank takes pride in its legacy as a community bank. Since 1920, weve been serving clients with the high level of individual care that community banks are known for, while using the same sophisticated technology as large national banks. An award-winning financial institution, First Fidelity Banks commitment to our clients personalized needs and to bringing the most advanced banking experience to the market sets us apart. Based in Oklahoma, First Fidelity has branches in the Oklahoma City and Tulsa metro areas, as well as the Phoenix, Arizona, metro area. Our 29 branches are conve ...
niently located across the markets we serve. Of course, we are also a fully automated financial institution with the latest virtual technology allowing you to conduct all your business online, wherever you go. First Fidelitys leadership represents generations of banking experience. Each of our nearly 350 employees are valued members of the "First Fidelity family" and are dedicated to building a meaningful relationship with clients. As a result, our clients have come to expect the very best in customer service. Giving back to our neighbors is a core value of First Fidelity Bank, and our leaders are devoted to a workforce who share in that passion. Annually, FFB donates a total of more than $500,000 to local charities and educational foundations. First Fidelity is proud to participate in the annual United Way giving campaign in each of the cities we serve, helping to lead the way in corporate giving. As the winner of the Forbes Best Bank in Oklahoma, our level of care and convenience is unmatched. Its a testament to our commitment to the communities we serve. First Fidelity Bank is an Equal Opportunity Employer and Equal Housing Lender. Member FDIC.
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The following is the career advancement route for Customer Resolution Specialist positions, which can be used as a reference in future career path planning. As a Customer Resolution Specialist, it can be promoted into senior positions as an Appeal Resolution Senior Specialist that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Resolution Specialist. You can explore the career advancement for a Customer Resolution Specialist below and select your interested title to get hiring information.
