Position Title: Call Center Representative 1
Business Unit: Retail Operations
Reports To: Supervisor of Call Center
This position is primarily responsible for answering telephone call inquiries and promoting the corporation's products and services. The incumbent researches and resolves issues or concerns as they relate to Bank products and services to ensure customer satisfaction and retention. The incumbent performs various tasks including transferring funds and providing balance inquiries, loan payoffs and Internet/Bill payment support.
Performs customer service by answering telephone calls concerning customer account information, inquiries, problems, concerns, transferring funds, adding accounts, placing stop payments, quoting pay-offs and answering general questions.
Performs the functions necessary to complete customer requests such as preparing documents, researching problems, processing check orders, changing addresses, transferring funds, placing stop payments and contacting other areas when necessary for further information.
Provide customer service support for the electronic delivery channels to include online banking, bill payment and mobile banking.
Provides information on accounts, services, hours, locations, rates and policies of the Bank.
Promotes Bank products and services.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program.
F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.
High School or GED
Minimum Years Experience:
Excellent project management skills
Excellent communication skills, both written and verbal
Excellent organizational, analytical and interpersonal skills
Ability to use a personal computer and job-related software
MS Word - Intermediate Level
MS Excel - Intermediate Level
MS PowerPoint - Intermediate Level
Experience in a call center environment preferred, but not required.
Special Licenses and Certificates:
F.N.B. Corporation provides equal employment opportunity to qualified persons
regardless of race, color, sex, national origin, age, sexual orientation, gender
identity, disability, veteran status, or other category protected by law.