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Customer Service Representative Lead

Norman, OK
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Careers - First Fidelity Bank N.A.

Customer Service Representative Lead

Location: Downtown Norman
Department: Customer Service
Specific Hours: 12pm - 9pm Mon, Tue, Wed, Fri; 7:55am - 5:05pm Sat (Thursdays OFF)
Avg. Hours (Per week): 40
# of openings: 1
Type: Full-Time
FLSA Status: Non-Exempt



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.



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 clients via the telephone. Responds to client inquiries, requests, and concerns. Identifies, researches, and resolves issues using systems and resources available.
  • Maintains a friendly and outgoing personality to deal calmly with client’s problems and questions.
  • Quickly learns about bank products, services, systems, policies and procedures. Maintains vast knowledge about the bank through ongoing training, self-study and career development.
  • Through effective listening and asking needs-defining questions, recognizes client needs and matches them with appropriate products through sales or 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 despite frequent interruptions and utilizes downtime to learn more about bank products and services.
  • Works well in a group setting and maintains a courteous and professional demeanor. Demonstrates effective team-building skills and contributes ideas and suggestions that benefit the team and clients.
  • Provides technical support for bank-wide products such as online banking as well as many others.
  • Assists clients with loan and new account applications, including scheduling closings at a branch location.
  • Inputs disputes for clients by telephone.
  • Maintains the highly confidential nature of client information and records.
  • Consistently supports the Bank and its Core Values.
  • 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 by being the back up for the  Customer Service Support desk 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
  • The Customer Service call center can only achieve our goals and properly serve clients if every colleague adheres to his or her schedule. Therefore, regular and reliable attendance and punctuality is essential.



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


  • High school diploma or equivalent required


  • Exceptional listening skills and attention to detail in order to discern client needs.
  • Able to think, reason and react quickly in order to formulate solutions and provide personalized client service.
  • Able to demonstrate empathy with client concerns.
  • Able to consistently handle a large volume of calls, deal with stressful situations, remain calm under pressure, and act in the Bank’s self-interest.
  • Courtesy, tact and diplomacy are essential elements of the job. Must be capable of dealing calmly and professionally with different personalities or individuals from diverse cultures at various levels within and outside of the bank.
  • Superior verbal communication skills. Must have the ability to converse intelligently, clearly and understandably over the telephone with clients and co-workers.  This requires a pleasant and professional tone and demeanor, good speaking articulation, rate of speed, and ability to be clear and concise.
  • Strong written communication skills in order to accurately document/track status of issues and respond to professional communications.
  • Able to work independently, with minimum supervision, in a fast-paced environment. 
  • Able to quickly gain knowledge and understanding of all bank products and services offered, including new products/services as they are introduced.
  • Strong organizational skills that enable multiple tasks to be balanced
  • Independent decision making ability within defined guidelines
  • Adapts quickly to change and remains flexible
  • Able to maintain positive team spirit and communication




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

  • While performing the duties of this Job, the employee is required to work in a normal office environment.




Posted: 2019-06-25 Expires: 2019-07-25

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Customer Service Representative Lead

First Fidelity Bank
Norman, OK

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