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First Fidelity Bank · 3 months ago

Customer Resolution Specialist

Norman, OK

Full-time

Onsite

Entry Level

1+ years exp

First Fidelity Bank is seeking a Customer Resolution Specialist to provide exceptional service in their Contact Center. This role involves interacting with clients over the phone and through online chat, developing strong relationships, and resolving inquiries with professionalism and empathy.

BankingFinanceFinancial Services

Responsibilities

Provides prompt, courteous, and accurate service to clients, via the telephone, mobile app and live chat. Responds to client inquiries, requests, and concerns. Identifies, researches, and resolves issues using systems and resources available, taking ownership of each client interaction

Maintains a friendly and outgoing personality to deal calmly with client 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

Utilizes effective listening and discernment skills, asks need-defining questions, recognizes client needs and matches them with appropriate products through sales or referrals and applies appropriate taglines when offering bank products and services

Utilizes effective time management and prioritization skills in order to handle a high volume of multiple communication methods 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 online banking and other bank-wide products

Assists clients with loan and new account applications, including scheduling closings at a branch location

Input 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

Serves as support for the Virtual Bank, Banno and Chat services, Treasury service clients, and other duties as needed to meet department needs

Performs other relevant duties as assigned by the Customer Service Managers or Director

Arrives at work and is available to take calls at the start of scheduled shift. 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

Qualification

Customer service experienceEffective listening skillsVerbal communication skillsWritten communication skillsTime management skillsEmpathyConflict resolution skillsOrganizational skillsTeamworkAdaptability

Required

At least (1) year previous banking and/or contact center experience required

High school diploma or equivalent required

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 best 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 speak articulately, converse intelligently, clearly and understandably over the telephone with clients and co-workers. This requires a pleasant and professional tone and demeanor, rate of speed when speaking, and an 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 and 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