Customer Care Specialist I

*Hybrid Position*

The Customer Care Specialist is a part of Firstrust Bank’s frontline staff, providing world-class service to a wide range of customers, including retail customers, commercial customers, and internal departments. This will primarily be done via phone, chat, and email. The number one priority is to cultivate prosperity for our current and future customers by providing prudent financial solutions and a commitment to exceptional service; to ensure resolution is achieved during the initial contact whenever possible; to possess expansive knowledge of products and services; to ultimately exceed customer expectations.

JOB DUTIES AND RESPONSIBILITIES:

• Actively monitor and answer phone calls, emails, and chats related to customer needs and servicing.
• Maintain contact center team goals for servicing, including speed to answer, hold times, and abandoned calls.
• Under the guidance of Customer Care leadership, learn and maintain a working knowledge of Firstrust banking products and services as they relate to our customers.
• Maintain the security and integrity of all customer data and personal information. This includes, but is not limited to, authenticating customers and their requests, verifying and updating customer information, and monitoring account activity to unusual activity.
• Work closely with multiple departments within Firstrust Bank to resolve customer questions and challenges in an efficient and satisfactory manner.

PHYSICAL AND SENSORY REQUIREMENTS:

• While performing the essential functions of this position, the employee is regularly required to conduct verbal and written communication via phone, email, and chat. The employee is required to type using a computer, tablet, smart phone, or other devices. The employee may be subject to repetitive motion of wrists, hands, and fingers.

EDUCATION, TRAINING AND EXPERIENCE:

• 1 year of customer service experience. Preferably in a Banking or Contact Center environment.
• Excellent organizational and time management skills.
• Ability to follow procedures and handle multiple priorities independently.
• Ability to analyze data to solve problems.
• Communicates clearly and professionally. Strong interpersonal skills are required.
• Demonstrates friendly, positive attitude.
• Self-start with ability to multi-task with a high degree of versatility and flexibility.