Customer Service Representative (Bilingual)
Job Details
OK Norman Downtown - Norman, OK
Full Time
None
Flex M-F 7:30AM - 9:00PM; Sat 8AM-5PM
Customer Service
Description

Are you looking for a challenging but rewarding career in customer service?  Do you have banking or call center experience? If so, we’re offering a competitive hourly rate, plus a $1,000 sign-on bonus with a one year retention agreement. We’ll provide you with the training needed to be successful! 

At First Fidelity Bank, we are looking for talented, enthusiastic team members with a passion for service excellence. Our employees are critical to our overall success. We invest in our employees by providing excellent training and development, as well as advancement opportunities. We offer our employees a family environment, great benefits, competitive pay and paid time off for work/life balance. We are dedicated to giving back to the communities we serve, and we encourage our employees to participate in charitable giving and volunteer opportunities. One of our Core Values is to provide a caring place to work where people truly enjoy coming to work each day. Colleagues of First Fidelity Bank take pride in working here, make lasting friendships and have fun!

SUMMARY

The Customer Service Representative (“CSR”) develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, and recommending appropriate products or services. The CSR role is challenging and the environment is fast-paced, yet our CSRs take the time to truly listen to our clients so they can effectively serve and resolve all inquiries and concerns. In order to provide exceptional service, the CSR collects and analyzes data resulting in problem-solving and client solutions.  The successful CSR demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, empathy and patience. Excellent telephone communication skills allow the CSRs to present themselves as experienced professionals who put the client at the center of every interaction. 

PRIMARY DUTIES/RESPONSIBILITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

  • Provides prompt, courteous, and accurate service to clients, via the telephone and internet. Responds to client inquiries, requests, and concerns. Identifies, researches, and resolves issues using systems and resources available.
  • Maintains a friendly and outgoing personality to deal calmly with client’s problems and questions.
  • Processes requests from both internal and external clients.
  • Quickly learns about bank products, services, systems, policies and procedures. Maintains vast knowledge about the bank through ongoing training, self-study and career development.
  • Through effective listening and asking needs-defining questions, recognizes client needs and matches them with appropriate products through sales or referrals.
  • Offers bank products and services by using a tagline on every appropriate call.
  • Makes efficient use of time despite frequent interruptions and utilizes downtime to learn more about bank products and services.
  • 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 bank-wide products such as online banking as well as many others.
  • Assists clients with loan and new account applications, including scheduling closings at a branch location.
  • Inputs disputes for clients by telephone.
  • 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 Core Values.
  • Performs other relevant duties as assigned.
  • The Customer Service 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.

QUALIFICATIONS

EXPERIENCE REQUIREMENTS:

At least one year previous banking and/or call-center experience required

EDUCATION REQUIREMENTS:

High school diploma or equivalent required

OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):

  • 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 calls, deal with stressful situations, remain calm under pressure, and act in the Bank’s self-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 converse intelligently, clearly and understandably over the telephone with clients and co-workers.  This requires a pleasant and professional tone and demeanor, good speaking articulation, rate of speed, and ability to be clear and concise.
  • Strong written communication 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/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

ADDITIONAL INFORMATION

SUPERVISORY RESPONSIBILITY:  None

PHYSICAL REQUIREMENTS:

While performing the duties of this Job, the employee is required to work in a normal office environment.

AA/EOE M/F/D/V MEMBER FDIC

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