Career Details

Full Time Any FNB Office Posted on 12/17/2024

At Falcon National Bank, we are passionate about helping our customers and the communities where we live and work. This is accomplished by finding talented individuals who share in our Mission of building life-long relationships, our Vision of growth and success, and our Values of high integrity and reliable execution.  Falcon National Bank is currently looking for a Customer Support Specialist to join any one of our 6 locations. 

Job Overview: The Customer Support Specialist will work cooperatively with the Retail Banking team to assure a smooth and efficient Customer service experience in the Customer Support Phone Center. They provide outstanding client service to proactively sell the bank’s products to new and existing customers/clients and potential clients. This position will be responsible for a wide variety of duties including assisting customers with all types of transactions and services. Included in their daily tasks will be answering a high volume of phone calls and performing teller transactions and resolving customer inquiries, The department is responsible for the digital account applications including opening and follow up for all deposit account types, selling bank services, assisting with documentation and reporting for the bank.

POSITION DUTIES AND RESPONSIBILITIES

• Answers and handles a high volume of incoming phone calls and executes transactions and other service request with speed and extreme attention to detail.
• Oversees the online/digital account opening process ensures timely accurate application review and owns the workflow for new customer on-boarding.
• Work cooperatively with others to ensure effective working relationships between departments and branches.
• Provide prompt, friendly, and courteous service to all clients and team members.
• Maintain a general understanding of all products and services sold by the Bank.
• Market and sell all bank deposit products and make referrals to other appropriate departments.
• Retain bank clients and increase the level of products used by the clients.
• Ensure compliance with regulations, bank policies, and safety and security procedures.
• Meet or exceed identified service levels including phone calls taken, product and service sales as well as accuracy targets.
• Open basic types of new accounts. Prepare follow up letters and thank you cards for new accounts. Assist customers with account problems, such as reconcilement or research.
• Ability to work cooperatively in a call center environment.
• Performs quality check work on account documentation.
• Understand bank mission, organizational structure, employee handbook, bank security, policies and procedures and standards of conduct
• Other duties as assigned.

REQUIRED SKILLS

• Effectively communicate through written and verbal methods.
• Ability to keyboard and enter numerical data with speed and accuracy.
• Proficiency with Microsoft products and Bank software products.
• Good mathematical aptitude.
• Proficiency in electronic/digital banking services
• Ability to work independently and within a team environment.
• Flexible, self-motivated.
• Ability to plan and organize workload, set priorities, and pay close attention to detail under time constraints.
• Proven ability to handle multiple tasks efficiently.
• Exceptional interpersonal and customer service skills.
• Outstanding customer service skills in dealing with bank clients.

REQUIRED EDUCATION/EXPERIENCE:

• High school diploma
• Call Center Customer service experience is a plus
• Prior banking experience is a plus
• Two years related work experience

Falcon National Bank is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.