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13 days old

Customer Service Representative

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

Customer Service Representative

Location: Downtown Norman
Department: Customer Service
Specific Hours: Must be able to work any hours department is open: Mon-Fri 7:30am to 9:00pm and Sat 8:00am to 5:00pm
Avg. Hours (Per week): 40
# of openings: 4
Type: Full-Time
FLSA Status: Non-Exempt
Travel: None



The Customer Service Representative (“CSR”) develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, and recommending appropriate products or services. The CSR role is challenging and the environment is fast-paced, yet our CSRs take the time to truly listen to our clients so they can effectively serve and resolve all inquiries and concerns. In order to provide exceptional service, the CSR collects and analyzes data resulting in problem-solving and client solutions.  The successful CSR demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, empathy and patience. Excellent telephone communication skills allow the CSRs to present themselves as experienced professionals who put the client at the center of every interaction. 



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.

  • 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 teambuilding 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.

  • Performs other relevant 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 one year 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



To be eligible for consideration, the candiate must be able to work 40 hours/week with a flexible schedule between the hours of 7:30AM and 9:00PM CST Monday through Friday and 8:00AM-5:00PM CST on Saturdays.



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




Posted: 2019-09-03 Expires: 2019-10-03

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Customer Service Representative

First Fidelity Bank
Norman, OK

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