Job Description
Job Description Provide daily support by assisting customers via diverse contact channels to include: inbound/outbound calls, live chat, secure messages, and email with professionalism and urgency
Must display ability to toggle between multiple applications while assisting customers in the various channels
Handle customer service issues via direct interface with the customer when appropriate in order to expedite solutions. Solicit higher level approval for all situations exceeding experience/training, department scope or assigned level of authority.
Ensure accuracy and provide correct information to customers to resolve issues and exceed customer expectations at first point of contact
Maintaining SharePoint database by entering and updating information accurately to reflect contact/customer resolution
Responsible for researching and preparing the proper response to customer complaints and inquiries by interacting with team members, employees and managers in the branches/ lending and support departments as needed to complete assigned tasks
Operate with an emphasis on building lasting relationships and creating positive experiences to drive results and engagement levels
Responsible for resolving operational and/or technical issues in accordance with established operating policies and procedures Knowledgeable of all FCBI systems and procedures and must adhere to policies and procedures
Establish and maintain solid working relationships with all levels, departments, and locations within FCBI
Consistently meets critical deadlines and other performance targets or requirements
Must be available to work any day of the week, including weekends and holidays, within the Digital Experience operating hours
Other duties as assigned
Physical Requirements:
Must be able to remain in a sitting stationary position for extended periods of time
Constantly operate a computer and other office machinery
Ability to lift up to 25 pounds FCBI is an equal opportunity employer.