Job DetailsJob Location: OK OKC 39th Expressway - Oklahoma City, OK 73122Position Type: Full TimeEducation Level: High SchoolJob Shift: M, T, TH, F 12:00PM-9:00PM; Sat 8:00AM-5Job Category: Customer ServiceAt First Fidelity Bank, people matter, including our customers, our communities, and especially our employees.
Our Customer Service teams play a critical role in delivering a positive client experience through phone and digital support. We are looking for service-driven individuals who enjoy problem solving, communicating with empathy, and taking ownership to help clients find solutions. Our team members are essential to our success, and we invest in them through training, development, and opportunities to advance.
In this role, you will receive competitive pay, a $1,000 sign-on bonus with a one-year retention agreement, and the training needed to be successful. One of our core values is providing a caring place to work where people feel supported, work collaboratively, and take pride in helping clients every day.
SUMMARY
Under the supervision of the Customer Service Managers, the Customer Resolution Specialist Lead (CRS Lead) serves as the expert resource for Customer Resolution Specialists (CRSs) and provides supervisory leadership to the Customer Service department while exemplifying the Bank’s Mission, Core Values, and Golden Rules of Service. Manages escalated contacts and makes independent decisions in delivering the highest quality service possible for both internal and external clients. Serves as a help desk resource for Bank colleagues. May provide direct supervision of CRSs, including coaching, motivating, counseling, scheduling, training, coordinating job duties, approving transactions, and assisting with questions or problems.
The CRS Lead develops and maintains strong client relationships by recognizing client needs through effective listening skills, asking need-defining questions, using critical thinking skills, and recommending appropriate products or services. Collects and analyzes data and engages in problem-solving to offer client solutions. Demonstrates a strong desire to build client respect and trust through credibility, friendliness, sincerity, and patience. Excellent communication skills over the telephone and live chats allow the CRS Lead to present oneself as a skilled professional who puts the client at the center of every interaction.
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.
Assists Customer Service leadership in managing real-time operations of the Contact Center and serves as a supervisor, mentor, and expert resource for CRSs.
When issues arise, actively seeks possible alternative solutions and is ready to make recommendations to the Customer Service Managers.
Supervisory responsibilities may include interviewing applicants, coaching team members, scheduling, monitoring and approving timesheets, managing attendance and overtime, promoting career development, and conducting performance evaluations.
Provides encouragement, motivation, and empowerment to achieve or exceed goals. Inspires and leads team members to reach their full potential.
Will supervise up to two CRSs as direct reports, which will involve coaching individuals on performance expectations, goal attainment, how to resolve problems and overcome obstacles, professionalism, client service, effective communication, teamwork, and the FFB sales method. Ensures colleagues understand how their actions have a direct impact on client satisfaction and the Bank’s financial growth.
Answers client contacts during times of high volume or during staffing challenges. Provides prompt, courteous, and accurate service via the telephone, mobile app and live chat. Maintains a friendly and outgoing personality to calmly respond to client problems and questions. Identifies, researches, and resolves issues using systems and resources available, taking ownership of each client interaction.
Repairs client relationships through confident and professional handling of escalated calls. Effectively deescalates client issues using empathy and conflict resolutions skills.
Provides additional departmental support by working the support desk, assisting with the Virtual Bank by opening new deposit and loan accounts, assisting with Treasury Support calls, answering Chat and Banno client chat messages, and maintaining procedure manuals.
Quickly learns about Bank products, services, systems, policies and procedures through ongoing training, selfstudy, and career development to serve as an expert resource for CRSs. Makes efficient use of time despite frequent interruptions. Utilizes effective listening and discernment skills, asks need-defining questions, recognizes client needs and matches them with appropriate products through sales or referrals, and applies appropriate taglines when offering Bank products and services. Demonstrates excellent team skills by contributing ideas and suggestions that benefit clients and the Contact Center.
Provides technical support for online banking and other bank-wide products.
Assists clients with loan and new account applications, including scheduling closings at a branch location.
Inputs disputes for clients via the telephone and internet.
Maintains the highly confidential nature of client information and records.
Consistently supports the Bank and its Mission, Vision and Core Values.
Performs other related duties as assigned by the Customer Service Managers or Director.
Arrives at work and is available to take calls at the start of scheduled shift. The Contact 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.
QualificationsEXPERIENCE REQUIREMENTS:
At least two (2) years of previous banking and/or contact center experience required
Previous supervisory experience preferred
Bilingual a plus
Previous experience with live chat communications a plus
EDUCATION REQUIREMENTS:
High school diploma or equivalent required
College degree preferred
OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):
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 contacts via the telephone or internet, deal with stressful situations, remain calm under pressure, and act in the Bank’s best 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 speak articulately, converse intelligently, clearly, and understandably over the telephone with clients and co-workers. This requires a pleasant and professional tone and demeanor, rate of speed when speaking, and an ability to be clear and concise.
Strong written communication and keyboarding skills in order to accurately document/track status of issues, assist clients via internet or our mobile app, 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 and 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.
ADDITIONAL INFORMATION
SUPERVISORY RESPONSIBILITY: Yes
PHYSICAL REQUIREMENTS:
Normal Office Environment
AA/EOE/D/V/MEMBER FDIC
