CALL CENTER REPRESENTATIVE - ONSITE - MIRAMAR, FLORIDA

CALL CENTER REPRESENTATIVE - ONSITE - MIRAMAR, FLORIDA

• One year Banking experience
• Six months Call Center experience
• Excellent communication skills
• Bilingual Spanish and English preferred

First State Bank of the Florida Keys is a customer-focused community bank with a proud history of serving our neighbors since 1955. We've grown from one branch in Key West into a trusted financial partner across the Keys-while staying true to our values. What makes us different is simple: our people.

Here's why you should join First State Bank:

• Competitive Salary and Hourly Pay Rates
• Medical, Dental, Vision, Life, Long-Term Disability plans available
• 401K Retirement Program with employer matching
• Paid Time Off plus Federal Bank Holidays
• Profit Sharing Program
• Tuition Reimbursement

Position Summary:

As a CSR Digital Banking Representative, you'll be the friendly, professional first point of contact for customers calling the Bank's main line. You'll answer questions, resolve issues, and support account inquiries with a goal of one-call resolution whenever possible. This role is ideal for someone who enjoys helping others, thrives in a fast-paced environment, and can stay organized while juggling multiple priorities. Cross-training within the Digital Banking Department is an important part of the role and helps keep our service consistent and strong.

Position Responsibilities:

• Administer daily digital banking and operations tasks such as new enrollments, electronic file transfers, wire transfers, stop payments, ACH activity, bill pay drafts, and related support- including basic troubleshooting and technical assistance.
• Support requests for updates, research, and customer assistance tied to digital banking services, the automated voice response system, core banking system, and other Digital Banking products and services.
• Respond to customer/client questions regarding services, products, fees, claims, and problem areas-always with professionalism and care.
• Respond to online action items and customer communications, including customer service and interdepartmental email; prepare customer and internal communications as needed.
• Provide back-up support across the Digital Banking and Deposit Operations areas and assist with other related tasks as requested or assigned by the supervisor/manager.
• Support customer retention by identifying opportunities to match customers with programs and services that benefit them.
• Maintain a strong understanding of audit trails and separation of duties.
• Use standard office tools effectively (Windows and Microsoft Office applications, including Teams and Outlook, etc.) with accuracy and attention to detail.
• Bring solid computer/technical skills, including ability to navigate multiple applications, basic troubleshooting; familiarity with transaction flow in a banking environment and call center/help desk setting is a plus.
• Demonstrate a willingness to learn, adapt, and stay resilient in a changing environment.
• Performs other related duties, general office support, and responsibilities as assigned
• Responsibilities also include other duties as assigned by the supervisor/manager

Competencies:

• Flexible, dependable, and motivated team player
• Comfortable working under pressure in a fast-paced environment
• Strong communication skills with a commitment to excellent customer service
• Bi-lingual is preferred

Required Education & Experience:

• High School Diploma, GED or equivalent
• One year's customer service experience in a Bank or Credit Union
• 1-year Customer Service
• Excellent Verbal and Written Communication with Customers

Essential Job Functions:

Essential job functions include the employee occupying this position will frequently be required to perform problem resolution; communicate with both internal and external customers and create written documentation. The employee must be able to remain in a stationary position 60 percent of the time; frequently operate a telephone, computer, printer ,and copier; and occasionally move about inside the office to access office machinery, attend meetings, etc.

First State Bank of the Florida Keys is an equal opportunity employer which provides equal employment opportunities to all qualified individuals without regard to race, color, religion, gender, age, national origin, citizenship, disability, sexual orientation, marital status or any other basis protected by federal, state or local laws.

EOE M/F/V/D