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Customer Service Support

First Fidelity Bank

Norman, OK
Job Code:
  • Customer Service
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Job Details

Careers - First Fidelity Bank N.A.

Customer Service Support

Location: Downtown Norman
Department: Customer Service
Specific Hours: 9:30am - 7:10pm Mon, Tue, Thu, Fri and 7:50am to 1:10pm Saturday (Wednesday Off)
Avg. Hours (Per week): 40
# of openings: 1
Type: Full-Time
FLSA Status: Non-Exempt
Travel: None


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!


Customer Service Support has the responsibility for prompt, courteous, and accurate answers for different questions and situations from both internal and external clients. Demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity and patience.  Uses excellent telephone communication skills to present his or herself as a skilled professional putting the department team members and the client at the center of every interaction.  Handles bank-wide Deluxe check orders, clerical support for the Customer Service Department, maintains and orders adequate supplies for the department, makes outbound calls to clients concerning suspected visa fraud and excessive withdrawals, processes requests from both clients and others within the department, submits client research to other departments, if needed.


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, efficient, courteous, and confidential professional service, answering multiple requests
  • Ascertains callers’ needs and/or the subject of the request, and completes or sends the request to proper department or person with minimal delay
  • Handles incoming and outgoing fax documentation
  • Orders and maintains inventory of supplies
  • Processes requests from both internal and external clients
  • Place orders and researches bank-wide deluxe check orders
  • Load Gift Card request from Bank-wide Service Associates
  • Setup & reset personal online banking client via email from offices
  • Set self-selects PIN & activate debit cards
  • Setup & reset personal Mobile Deposit requests
  • Contact clients & place contact events for excessive withdrawal accounts
  • Primary to work Visa Fraud Alerts by making outbound calls & monitor until Synapsys events are resolved
  • Primary answering secure and unsecure mails from clients concerning an array of questions including technical support for bank products 
  • Answers incoming calls at Central Switchboard as needed
  •  Enters credit card applications into Decision Pro
  • Compile Customer Service Monthly Reports
  • Primary contact for processing loan applications for ACS
  • Prioritizes tasks in order of importance
  • Performs other related duties as assigned



  • At least one year previous banking and/or call-center experience required


  • High school degree or equivalent required


  • Thorough knowledge and understanding of products and services offered
  • Excellent organizational skills that enable multiple tasks to be balanced
  • Excellent 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 remain flexible
  • Ability to stay calm and professional under pressure
  • Ability to maintain good team spirit and communication
  • Enjoys a fast paced and changing environment
  • Must be able to demonstrate strong problem solving skills and is  considered an out of the box thinker and displays a willingness to learn




  • Must be able to work within routine office environment. 


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