Customer Connect Representative

Job Description

Job Description

Description:

The First National Bank of Bastrop is proud to be named a Best Place for Working Parents®. We offer an opportunity to work with a financial institution that prides itself on excellent customer service and a competitive compensation and benefits package that includes:

• Employer paid benefits:
  • Paid time off
  • Paid parental leave
  • Paid volunteer time
  • Employee Stock Ownership Plan with 401(k) Provisions (KSOP) with match
  • Up to $850 match on Health Savings Account (qualifying medical plan required)
  • Life/AD&D/LTD insurance
  • Tuition reimbursement
• Optional benefits:
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Supplemental coverages
    • Short term disability
    • Cancer
    • Critical Illness
    • Accident
  • Medical Spending Accounts
    • Flexible Spending Account (FSA)
    • Health Savings Account (HSA)
    • Dependent Care FSA

Description: Provide prompt, courteous, and efficient customer service while performing routine daily duties. Respond to questions regarding Bank services and refer customers to appropriate sales or service personnel. Perform all duties in conformity with applicable regulations and bank policies. Work under limited supervision with moderate latitude for independent judgement.

Essential Duties:

• Answer telephone using a pleasant/professional voice and good listening skills to enhance service, transfer customer calls to appropriate staff and departments, if necessary.
• Receive and respond to customer balance and general account inquiries, such as most recent deposit and account activity, relating accurate information to customer.
• Assist customers with loan inquiries including payoff requests, loan balances, loan payments, interest rates, and payment history.
• Respond to general customer inquiries about FNB products and services such as Call First, Online and Mobile Banking, Overdraft Privilege, Debit Cards, account opening requirements, certificate rates, etc.
• Prepare special customer service orders such as stop-payments, holds, statement printouts, written statements for electronic transactions, etc.
• Process check order requests for customers.
• Research and resolve customer inquiries in a timely manner.
• Make fee reversal decisions on customer accounts.
• Handle debit card requests including blocking, ordering, travel notifications; processing dispute paperwork and increasing limits.
• Assist customers with basic online banking services including unlocking accounts, resetting passwords, guiding customers through enrollment, and providing step-by-step support on how to navigate and use online banking features effectively.
• Assist customers with the Transferencias Internacionales feature on the website and mobile app by guiding them through the transfer process, providing troubleshooting support, conducting outbound follow-up calls, and gathering customer feedback to ensure a positive user experience.
• Maintain good knowledge of all bank services so as to identify additional customer needs and/or respond to inquiries, making proper referrals or recommending bank products when appropriate.

Bank Secrecy Act Duties:

• In the performance of respective tasks and duties, this position must maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security, and Bank policies and procedures.

Company Conformance:

• First National Bank’s (FNB) promotional materials may include photos, videos and other recordings taken in the workplace or at company-sponsored events. Acceptance of employment with FNB gives consent to such photos, videos and other recordings and these may be used in social media posts, newsletters and other promotional materials. No extra compensation or advance notice will be provided when recordings are made or published.
• In compliance with all applicable regulations and Bank policies, this position is expected to successfully produce quality work within deadlines, with or without supervision; interact professionally with other employees, customers, and vendors, while always respecting the need for confidentiality of customer information. The employee will work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations. Furthermore, the employee is encouraged to actively represent the Bank to customers and the general public in ways that promote the integrity, validity, and mission of the Bank by participating in community organizations, events, and activities. The employee is also expected to maintain a commitment to continuing education in the banking field through self-study and both in-house and outside training opportunities in all applicable banking policies, procedures, and regulations.
• Regular and punctual attendance is expected, and appropriate attire is required at all times, while either performing job functions or representing the Bank at outside events and activities.

Required Minimum Qualifications:

• High school diploma or equivalent.
• One year of experience in a customer service position.

Preferred Qualifications:

• Bilingual in English and Spanish.

Must also have the following demonstrated knowledge, skills, and abilities:

• Basic knowledge of ACH; debit card usage, processing and disputes; and online banking with bill pay.
• Strong listening skills.
• Ability to maintain professional internal customer service to help maintain a positive work environment across the Bank.
• Good basic math skills and ability to use 10-key calculator by touch.
• Ability to multitask and work in a fast-paced environment.
• Strong attention to detail and problem-solving skills.
• General knowledge of Microsoft Word in order to compose correspondence with customers.