First Federal Savings Bank
  • 28-Jun-2018 to 27-Aug-2018 (MST)
  • Customer Service Center
  • Twin Falls, ID, USA
  • Salary
  • Full Time

Full Benefits Package Available


Job Summary  

Support Customer Service Center Manager with all functions of the department to include training, leading, motivating and mentoring staff to be highly efficient and effective. Resolve customer questions, complaints and requests via the telephone or email. Provide a high level of customer service in a variety of customer inquiries exercising independent judgment. Maintain compliance with all banking policies, procedures and regulations and keep staff updated. Exercises sound judgment, tact, diplomacy, integrity and professionalism in all transactions to include communicating and working with confidential and sensitive information.

Essential Duties and Responsibilities

  • Assumes all duties and responsibilities of the Customer Service Center Manager when he/she is out of the office.
  • Provides coaching and mentoring of all staff to include relationship building with our customers.
  • Assists the Customer Service Center Manager in mentoring and coaching staff on a regular basis in all areas of performance.
  • Maintains effective and efficient staffing levels.
  • Builds cohesive working relationships with all departments and branches.
  • Creates and maintains a professional and positive work environment within the department.
  • Attends required training, meetings and conference calls and provides information to CSC staff as appropriate.
  • Assists the Customer Service Center Manager in updating procedures relating to CSC.
  • Handles or provides assistance to other CSC employees with more complex situations.
  • Provides input or assistance with department staff meetings.
  • Observes staff to ensure the desired levels of customer service are being met in accordance with department policies and objectives.
  • Initiates, reviews and approves wire transfer requests.
  • Approves debit cards limit increases.
  • Responds to inquiries concerning customer account information in accordance with the Right to Financial privacy act, Identify Verification and Pretext procedures.
  • Investigates and resolves customer issues and communicates to the appropriate party.
  • Continually develop and maintain a working knowledge of internal policies and procedures to effectively help all customers via telephone or e-mail. Refer customers to appropriate personnel within the bank for problem resolution.
  • Provides an array of services including check orders, bill payments, debit card increases, transfers, travel notes, password resets, processing disputes and situations requiring special handling.
  • Keep abreast of all products and services offered by the bank to service customers and answer questions. Continually look for products and services that will help customers obtain their financial goals or refer them to the appropriate employee for follow-up.
  • Assists in the oversight and completion of duties conducted by call center staff including key logs, Reg D reports, reviews, returned mail, and replying to secure/unsecured On-line Banking (OLB) emails within proper time schedules.
  • Assists the Customer Service Center Manager with call center software, utilizing all reports within the software for management purposes.
  • Monitor call reports and rollover percentages.
  • Responsible for making sure phones and answering systems are working.
  • Perform all job duties to ensure compliance with all applicable acts, laws and regulations and to ensure staff has the training and resources to perform duties to maintain compliance with such acts, laws and regulations.

 

Non-Essential Duties and Responsibilities

  • Assists the Customer Service Center Manager in completing action plans for staff and provides ongoing coaching.
  • May be assigned the role of the Security Officer for the area.
  • Provides feedback for performance evaluations.
  • Order supplies for the department as necessary.
  • Expected to acquire knowledge and skills necessary to fulfill CSCM position should it become available.

 Supervisory Responsibilities

Carry out supervisory responsibilities is accordance with Bank policies and applicable laws.  Responsibilities include interviewing, selection of staff and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications Required

(Required education may be satisfied by experience and/or working knowledge)

A high school diploma or equivalent.  One year of general banking experience. One year of experience directly supervising staff. Intermediate knowledge of Microsoft Word, Excel, Outlook and Power Point. 

Physical Requirements and Working Conditions

Sitting for extended periods of time, requires close visual acuity and the ability to work and operate computer applications and equipment including copy machine, telephone, scanner or other basic business equipment.  Ability to lift heavy items that may weigh up to 20lbs (e.g. boxes of copy paper/files, etc.).  Ability to perform repetitive finger, hand and arm movements.  The job is within the normal office cubical environment. 

Qualifications Preferred

Two years of general banking experience to include a thorough knowledge of banking products and services. Two years of supervisory experience. One year of experience in a customer service/call center environment.

Knowledge, Skills and Abilities Required

Requirements stated here are minimum levels of knowledge, skills and/or abilities to qualify for this position.  To perform the duties and responsibilities of this position successfully, the employee must possess the abilities and aptitudes to perform each task proficiently.  "Ability" means to "possess and apply" both knowledge and skill.

Knowledge

  • Provide customer and personal services to branches and departments.
  • Knowledge of the principles and methods for promoting and selling bank products and services.
  • Knowledge of administrative and clerical procedures and systems such as work process flow, managing files and records and other office procedures.
  • Knowledge of banking transactions.
  • Knowledge of principles and processes for providing customer and personal service to include customer needs and meeting quality standards for customer service.
  • Knowledge of banking transactions.
  • Knowledge of principles and processes for providing customer and personal service to include customer needs and meeting quality standards for customer service.

  Skills

  • Communicating effectively verbally and in writing correspondence or emails appropriate for the needs of the audience.
  • Answering emails and phone calls (internally and externally) in a professional manner.
  • Providing information to supervisor and co-workers to convey information effectively.
  • Understanding written information in work related documents.
  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problem resolutions.
  • Considering all potential actions and consequences in making a good decision relative to the situation at hand.
  • Selecting and using training/instructional methods and procedures appropriate for the situation in teaching staff.
  • Motivating, developing and directing others as required by the job.
  • Organizing, prioritizing work and managing time effectively.
  • Bringing others together to reconcile differences.
  • Teaching others how to complete job duties.
  • Compiling, auditing or verifying information.

 

Abilities

  • Ability to work independently with littler supervision and able to meet deadlines.
  • Ability to lead, take charge and offer opinions and direction.
  • Ability to communicate both verbally and in writing.
  • Ability to be careful, detailed and thorough in completing work tasks.
  • Ability to read and understand information and ideas presented in writing.
  • Ability to analyze information to develop options and implement solutions.
  • Ability to exercise independent judgment.
  • Ability to provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Ability to being open to change and variety in the workplace.
  • Ability to effectively handle potentially stressful or confrontational situations.
  • Ability to encourage and build mutual trust, respect and cooperation among staff members.
  • Ability to develop constructive and cooperative working relationships with others.
  • Ability to work under stress and multitask.
  • Ability to work in a fast-paced environment and manage staffing to best serve the needs of the customer.
  • Ability to maintain a high level of confidentiality in dealing with sensitive information.
  • Ability to be reliable, responsible and dependable with the ability to fulfill obligations.
First Federal Savings Bank
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