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2 days old
2018-01-182018-02-17

Customer Service Representative Lead

Norman, OK
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  • Job Code
    609
Careers - First Fidelity Bank N.A.

Customer Service Representative Lead

Location: Downtown Norman
Department: Customer Service
Specific Hours: 8:30am - 5:30pm Monday - Friday
Avg. Hours (Per week): 40
# of openings: 1
Type: Full-Time
FLSA Status: Non-Exempt
Travel:

Description

At First Fidelity Bank, we are looking for talented, enthusiastic team members with a passion for service excellence. Our employees are critical to our overall success. We invest in our employees by providing excellent training and development, as well as advancement opportunities. We offer our employees a family environment, great benefits, competitive pay and paid time off for work/life balance. We are dedicated to giving back to the communities we serve, and we encourage our employees to participate in charitable giving and volunteer opportunities. One of our Core Values is to provide a caring place to work where people truly enjoy coming to work each day. Colleagues of First Fidelity Bank take pride in working here, make lasting friendships and have fun!

SUMMARY

Under the supervision of the Customer Service Managers and Director of Customer Service, the Lead has no direct reports, but serves as the expert resource for Customer Service Representatives.  Manages escalated calls and makes independent decisions in delivering the highest quality service possible for both internal and external clients.  Develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, and recommending appropriate products or services.  Collects and analyzes data resulting in problem solving and client solutions.  Demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, and patience.  Excellent telephone communication skills allow representatives to present themselves as skilled professionals who put the client at the center of every interaction.  Serves as a help desk resource for retail branches in the absence of retail management.

PRIMARY DUTIES/RESPONSIBILITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

  • Provides prompt, courteous, and accurate service to bank clients
  • Recognizes client needs and matches them with appropriate products through sales and referrals
  • Offers bank products and services by using a tagline on every appropriate call
  • Excellent knowledge of all bank products and services
  • Assists the CS leadership team in real-time operations of the Customer Service Department
  • Demonstrates excellent team skills by contributing ideas and suggestions that benefit clients and the Customer Service Department
  • Makes efficient use of time in the face of constant interruptions
  • Repair client relationships through confident and professional handling of escalated calls
  • Assists CS Managers with completing monthly monitoring of Customer Service Representative calls and provides effective feedback
  • Answers client calls during times of high call volume or during staffing challenges
  • Provides assistance to Customer Service Support as needed
  • Supports Virtual Bank Manager by assisting in opening new deposit and loan accounts as needed
  • Maintains Treasury Service procedures manual
  • Assists CS Managers with the training plan for new CS Representatives
  • Serves as a co-mentor for new CS Representatives
  • Performs other related duties as assigned

QUALIFICATIONS

EXPERIENCE REQUIREMENTS:

  • At least two years of previous banking and/or call-center experience required

EDUCATION REQUIREMENTS:

  • High school diploma or equivalent required

OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):

  • Thorough knowledge and understanding of products and services offered
  • Strong organizational skills that enable multiple tasks to be balanced
  • Effective communication skills, both verbal and written
  • Ability to consistently handle a large volume of calls
  • Independent decision making ability within defined guidelines
  • Adapts quickly to change and remains flexible
  • Ability to stay calm and professional under pressure
  • Ability to maintain good team spirit and communication
  • Enjoys a fast paced and changing environment

ADDITIONAL INFORMATION

SUPERVISORY RESPONSIBILITY: Yes

PHYSICAL REQUIREMENTS:

While performing the duties of this Job, the employee is required to:

  • Work in a normal office environment

AA/EOE M/F/D/V MEMBER FDIC




Categories

  • Customer Service

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Customer Service Representative Lead

First Fidelity Bank
Norman, OK

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Customer Service Representative Lead

First Fidelity Bank
Norman, Ok

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