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15 hours

Customer Service Support

Norman, OK
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  • Job Code
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 & 7:50am - 1:10pm Saturday (Wednesday Off)
Avg. Hours (Per week): 40
# of openings: 1
Type: Full-Time
FLSA Status: Non-Exempt
Travel: None



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.  Excellent telephone communication skills allow colleague to present themselves as skilled professionals who put 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 Customer Service department, submits client research to other departments if needed, and assists clients by answering overflow customer service calls in queue.


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

  • Places orders and researches bank-wide deluxe check orders

  • Loads Gift Card requests from branch offices

  • Sets up & resets personal and business online banking clients via email from branch offices

  • Sets self-selects PIN & activates debit cards

  • Sets up & resets personal Mobile Deposit requests on evenings and Saturdays

  • Contacts clients & places cases in Salesforce for excessive withdrawal accounts

  • Assigned as primary to work Visa Fraud Alerts by making outbound calls to clients and monitors until Salesforce cases are resolved

  • Assigned as primary in 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, as well as answers overflow calls in the customer service queue

  • Enters credit card applications submitted online by clients into Decision Pro and Salesforce

  • Compiles Customer Service Support Monthly Reports

  • 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


  • Displays high level of attention to detail
  • Displays initiative and is consistently proactive
  • 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
  • Displays a willingness to learn




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

  • Work in a normal office environment.
  • Constantly talk or hear.
  • Constantly sit for long durations.
  • Frequently use hands to finger, handle, feel, push and pull.
  • Frequently handle repetitive motion (sustained movements of the wrists, hands and/or fingers). 
  • Frequently stand, walk and reach with hands and arms.
  • Occasionally climb, balance, stoop, kneel, crouch, or crawl.
  • Frequently lift and/or move up to 20 pounds, and occasionally up to 50 pounds.
  • Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.



Posted: 2019-02-21 Expires: 2019-03-23

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Customer Service Support

First Fidelity Bank
Norman, OK

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