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Real Time Service Center Specialist

Company: First National Bank Texas
Location: Killeen
Posted on: May 3, 2021

Job Description:

Job DescriptionProvide daily support by assisting customers via diverse contact channels to include: inbound/outbound calls, email, live chat, and ITM with professionalism and urgencyMust display ability to toggle between multiple applications while assisting customers in the various channelsHandle customer service issues via direct interface with the customer when appropriate 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 contactMaintaining SharePoint database by entering and updating information accurately to reflect contact/customer resolutionResponsible 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 tasksOperate with an emphasis on building lasting relationships and creating positive experiences to drive results and engagement levelsResponsible for resolving operational and/or technical issues in accordance with established operating policies and proceduresKnowledgeable of all FCBI systems and procedures and must adhere to policies and proceduresEstablish and maintain solid working relationships with all levels, departments, and locations within FCBIConsistently meets critical deadlines and other performance targets or requirementsMust be available to work any day of the week, including weekends and holidays, within the RTSC operating hoursOther duties as assignedPhysical Requirements:Must be able to remain in a sitting stationary position for extended periods of timeConstantly operate a computer and other office machineryAbility to lift up to 25 poundsFCBI is an equal opportunity employer.RequirementsAt least 18 years of ageHigh School Diploma or equivalent required6-12 months of banking or call center experience (preferably in a customer service capacity)Proven professional writing abilityAbility to type 30-45 wpmWorking knowledge of Microsoft Office including an intermediate knowledge of Excel and WordExcellent oral, written, phone etiquette and interpersonal communication skillsSuperior customer service (internal and external) with a compassionate customer service mindsetFlexible, open-minded and solution-oriented with the ability to adapt to a fast-paced and changing environmentDemonstrate good judgment, analytical and problem solving skills when making decisionsDetail oriented and ability to multi-task and manage multiple projects and difficult situations or individuals, all simultaneously while consistently meeting deadlinesRegular and punctual attendance is a mustMust successfully pass background investigation according to company policyMust be able to get along with co-workers and work effectively in a team environmentby Jobble

Keywords: First National Bank Texas, Killeen , Real Time Service Center Specialist, Other , Killeen, Texas

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