Customer Care Specialist - Banking

Job Description

Job Description

Why Join First Federal?

At First Federal, we're committed to fostering a supportive environment where your expertise can shine. We celebrate our team's success, set ambitious goals, and prioritize community involvement. As part of our team, you'll contribute to a culture rooted in excellence and community impact.

First Federal is looking for a Customer Care Specialist (CCS) to join our team. If you have strong communication skills, enjoy helping customers, and thrive in a fast-paced environment, this role is for you. As a CCS, you will provide exceptional customer service over the phone, assisting with deposit accounts, online banking, debit cards, and more. This is a full-time onsite position in our McMinnville Home Office location.

Responsibilities

• Answer a multi-line phone system in a tactful, professional and timely manner
• Utilize active listening skills to identify caller needs. Refer customer if needed through consultation with receiving party to ensure a soft handoff
• Handle escalated customer service situations effectively by demonstrating empathy
• Maintain an understanding of First Federal products and services and participate actively in ongoing training to ensure competency. Provide product / service information to customers
• Provide telephone support to mobile, online banking and bill pay customers
• Provide telephone support to ATM and Debit card customers, including trouble shooting denials, activation, limits and disputes
• Field, research and resolve basic complaints in a friendly and courteous manner
• Perform related clerical and computer support work to properly document customer interactions such as call logs and activities
• Proactively engage customers via detection tools to identify and reduce debit card fraud
• Be able to field general questions and concerns regarding garnishments and levies
• Identify and escalate issues to supervisor when necessary and appropriate
• Process service charge reversals
• Process verbal stop payments for customers

Qualifications

What We Offer :

Pre-Employment Requirements : This position will have access to cash, financial instruments, financial transactions or confidential customer financial information. As a result, the following pre-employment screens are required :