First Commonwealth Bank · 16 hours ago
EFG Senior Customer Experience Specialist
Berwyn, PA
Full-time
Hybrid
Senior Level
5+ years expFirst Commonwealth Bank is seeking a Senior Customer Experience Specialist who will act as a liaison and provide service information to resolve customer issues efficiently. The role involves managing customer interactions, ensuring satisfaction, and maintaining records while providing extraordinary customer service.
Banking
Responsibilities
Ensures Service Level Agreements and individual metrics are met
Accurately and timely calculates and delivers contract payoff quotes
Assists customers with online portal enrollment and questions
Oversees the Customer Service and Insurance mailboxes with timely and professional responses
Handles sales and property tax disputes with third party providers
Handles insurance questions, incoming certificates and disputes with third party provider
If applicable, completes daily check log for incoming client payments
Processes client payments over the phone
Provides documentation (i.e. dually signed lease/loan documents, Bill of Sale, amortization schedules) upon request
Liaises with indirect team to ensure appropriate handling and communication on their behalf
Completes Genesys Phone System monthly reports. Gathers data from the platform, generate reports, and edit needed statistics for monthly meetings
Creates training program for all new customer service representatives. Facilitates on-going training and reviews of procedures as needed for all representatives
Work with the customer service team to track customer trends and report on them monthly so new efficiencies can be identified
Acknowledges, documents and escalates customer complaints timely
Exercises “Know Your Customer” (KYC) validation process
Maintains and updates customer records
Strives to provide extraordinary customer service by exercising the Perfect Customer Experience (PCE)
Takes ownership of customer problems and follows through until resolution is achieved
Other ad hoc projects as applicable
Qualification
Required
A Bachelor's degree in Business (e.g. Business Administration, Finance, Accounting) or 5 years of Equipment Finance Industry work experience required
Solid attention to detail, effective problem solving and analytical skills, with ability to handle and prioritize multiple tasks required
Proficient with Microsoft Office products, solid verbal and written communication skills, and interpersonal relations
Company
First Commonwealth Bank
We know why we’re here: to put you first. We do it by building long-term relationships with our customers and our employees.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1992-06-10IPO
Leadership Team
Brook McGinnis
SVP / Senior Product Group Manager - Digital Banking and Payments
Linda Metzmaier
SVP, Chief Compliance Officer
Recent News
First Commonwealth Financial Corporation
2025-12-02
First Commonwealth Financial Corporation
2025-11-03
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