FirstBank Southwest · 1 day ago
Call Center Customer Care Advisor I - P/T
Operations Center - Amarillo, TX 79121
Full-time, Part-time
Onsite
Mid Level
3+ years expFirstBank Southwest is a retail banking institution, and they are seeking a Call Center Customer Care Advisor I to assist with various customer inquiries related to deposit accounts, loans, or other financial products/services. The role involves handling incoming customer calls, ensuring satisfactory resolutions, and maintaining knowledge of bank products and services.
BankingCommunitiesFinancial ServicesVenture Capital
Responsibilities
Handles incoming customer calls and provides accurate information
Ensures satisfactory resolution to inquiries and requests in a timely manner
Displays knowledge and proficiency in explaining processes and timelines associated to inquiries; sets and communicates expectations for inquiries requiring further action
Minimizes customer hold times and transfers
Strictly adheres to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with inquiries or requests
Listens to and resolves customer complaints. If needed, escalates to appropriate Bank staff
Assists customers with card disputes, fraudulent activity, and stop payment processes
Orders checks and ATM/Debit cards
Assists customers with account transfers
Maintains and displays knowledge of all Bank products, services, processes, and policies
Analyzes customer information to identify opportunities for growth and expansion of services. Identifies cross-selling and referral opportunities
Displays knowledge and proficiency in explaining, selling, and administering products
Understands required documents to open consumer and business accounts
Maintains knowledge of consumer and business ownership types
Maintains and displays knowledge of marketing campaigns and actively promotes
Develops and maintains positive long-term relationships with customers
Maintains a current knowledge and consistent compliance with Bank Secrecy Act (BSA) requirements (knowledge of the CIP and Beneficial Ownership process)
Maintains current knowledge and consistent compliance with other banking Regulations and bank policies and procedures related to the position
Other duties as assigned
Qualification
Required
High School Diploma/GED and 3 years' experience in banking; OR
Associate Degree and 1 years' of experience in banking
Ability to work M-F, 1 pm - 6 pm, rotating Saturday's 9 am - 12 pm
General computer skills
Microsoft Office, specifically Word and Excel
Preferred
Customer service experience is preferred, but not required
Bilingual in Spanish, preferred
Benefits
Medical, Rx, Dental, and Vision insurance
HSA, FSA, and Limited FSA
Employer paid and voluntary Life Insurance/AD&D
Short-Term Disability
Long-Term Disability
Accident/Hospital Indemnity/Critical Illness voluntary plans
Identify Theft Protection
401k with employer match
Vacation, Sick Leave, and Holiday pay
Tuition Reimbursement
Gym membership discounts
Annual payrate increases
Incentive based bonuses
Company
FirstBank Southwest
FirstBank Southwest is a community bank operational in Texas.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Andy Marshall
President and CEO
Jerry Williams
CFO
Company data provided by crunchbase