Digital Customer Service Specialist Job Description

Role:

Be the liaison between First Bank of Alabama and current and potential customers. Must handle incoming and outgoing calls appropriately, as well as assist visitors digitally via chat, audio, and/or video. Handle inquiries, answer questions, resolve complaints, provide appropriate solutions for customers, and follow up to resolve any issues the customer/non-customer may experience. Provide excellent customer service, going above and beyond.

Job Duties & Responsibilities:

• Managing inbound and outbound calls and engagements within the Glia hub in a timely manner.

• Identifying customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

• Generating customer interest in First Bank of Alabama products and services and looking for opportunities to cross-sell.

• Building and maintaining relationships, engaging with customers by going the extra mile

• Adhering to call agent sheet for efficiency and to assist with FAQs and proper verification processes

• Maintaining an active knowledge base of all the bank’s products and services

• Responding to customer inquiries regarding new and existing financial services, including but not limited to checking, savings accounts, certificates of deposit, Individual Retirement Accounts, and complementary services to those products

• Educating customers on emerging bank technology and digital solutions such as mobile, online, and ATM offerings.

• Using the proper channels to create a seamless experience for customers and potential customers transitioning from digital to in-branch customer service, creating a seamless digital customer service experience with as less friction as possible

• Assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations

• Ensuring confidentiality of all customer account information. Updating records as appropriate. Adherence to internal controls, operational procedures, and risk management policies with regards to security protocols for robbery and fraud

• Assisting customers with transactional needs according to established guidelines, brand model and service standards, including answering basic customer inquiries regarding account balances, transaction history, service charges, interest rates, etc. Maintaining daily operational standards.

• Performs other duties and responsibilities as assigned.

• Position may travel to assigned bank locations with minimal notice, regular and reliable attendance is a requirement.

• Possibility for remote work in the future. Must have adequate in-home connectivity.

• This position does not have supervisory responsibility.

Competencies:

• Job Knowledge - Understands facets of the job, aware of duties and responsibilities, products, and services while maintaining a current understanding of regulations, bank policies and procedures.

• Customer Service - Works well with customers and other employees, promoting a positive image of the bank and strives to solve issues.

• Dependability - Meets deadlines, works independently with accountability, maintains focus, punctual, and excellent attendance record.

• Quality - Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve products/services.

• Teamwork - Accountable to the team, works to meet established expectations, and appreciates various views of team members.

• Organization Skills – Information should be organized and accessible, maintaining efficient workspace, managing time well. Accuracy of work is a priority while seeking opportunities to improve the customer experience.

• Effective Communications – Understanding of effective communication concepts, tools, and techniques, possesses the ability to effectively transmit, receive, and accurately interpret ideas, information, and needs.

Qualifications:

• Must have a minimum of a High School diploma, or equivalent.

• 2 + years’ experience of consecutive customer service experience in financial services, or retail sales preferred.

• Projects a professional presence; proactively engages customers in complete conversations concerning their personal banking needs; listens actively for understanding, explaining potential solutions and benefits.

• Excellent interpersonal and verbal and written communication skills.

• Extremely organized and detail oriented.

• Proficient in Microsoft Office Suite (Word, Excel, and Outlook).

• Confident and at ease in using social media, tablets, smart phones, online tools, and applications.

• Strong phone and verbal communication skills along with active listening

• Ability to multi-task, set priorities and manage time affectively 

Physical Requirements:

The physical demands described represent those an employee must meet to perform the essential functions of this job. While performing the duties of this job, the employee will regularly sit, stand, walk, talk, hear, bend, or kneel. Ability to see objects up close or at a distance, use peripheral vision, identify basic colors; Use of hands with ability to reach; and ability to lift twenty pounds.

Work Environment:

This job operates in a professional office environment with the potential for remote work. This role routinely uses standard office equipment such as computers, phones, copiers, scanners, filing cabinets, and fax machines. Must have adequate in-home connectivity in order to work remote.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

The First Bank of Alabama is inclusive and supportive of individual needs and provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

Management reserves the right to add to, change and revise this description at any time. The description does not include any marginal functions that are incidental to the essential functions of the position, nor does it imply these are the only tasks to be performed.