Call Center-Customer Care Agent

LOCATION: To Be Determined

SUMMARY:

The candidate will be responsible for handling incoming calls from FIB current and potential customers. Success as a Customer Care Representative requires individuals with a strong desire to help others. Must have a calm, focused and patient disposition with willingness to train our clients.

RESPONSIBILITIES:

  • Process all incoming calls in an upbeat enthusiastic manner
  • Responding promptly to customer inquiries.
  • Always maintain a positive, empathetic and professional attitude toward customers
  • Create thorough well written call notes within Service Management Database
  • Acknowledge, de-escalate, resolve customer complaints
  • Provide Online Banking support
  • Provide Telephone Banking support
  • Patience and ability to training our clients on “how to” navigate the Online banking system
  • Patience and ability to training our clients on “how to” navigate the Mobile banking system
  • Remain knowledgeable of FIB product offerings making recommendations to clients to improve Customer Experiences.
  • Adherence to phone coverage schedule is a must
  • Communicating and coordinating with colleagues as necessary
  • Providing feedback on the efficiency of the customer service process.

REQUIREMENTS:

  • Customer Support Skills
  • Strong problem-solving capabilities
  • Working knowledge of Microsoft Office Suite
  • Strong verbal and written communications skills
  • People first attitude is a must
  • Robust understanding of Apple and Android phone OS
  • Familiarity with Banking Laws/Regulations is a plus
  • Knowledge of ACH/NACHA rules and regulations is a plus
  • FINASTRA/ITI experience a plus
  • Deposit Operations (back office) experience a plus

May assume other responsibilities and/or requirements as business objectives impose

Re-enrollment required

If you have not logged in to your Personal/Small Business online bank account in the last 12 months you will be required to re-enroll.

Lost/Stolen ATM Card

If your ATM/Debit card is lost or stolen, contact us immediately at (313) 256-8412. After regular business hours, please call (800) 528-2273 to receive immediate assistance.

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