Receptionist

Customer Service Representative

Serves as the first point of contact for customers and visitors, creating a welcoming and professional environment that reflects the bank's commitment to relationship-based service. Responsible for building positive customer relationships through friendly, attentive interactions and ensuring each customer feels valued from the moment they enter the bank. Greets and assists customers, answers inquiries, and connects customers with the appropriate bank personnel to meet their needs. Working under moderate supervision, this position exercises sound judgment while supporting the delivery of an exceptional customer experience and strengthening the bank's community-focused culture.

Essential duties include:

• Serving as the welcoming face of the bank, greeting customers, visitors and vendors in an energetic, friendly, professional, and courteous manner; answering questions and inquiries, assisting or directing to appropriate staff or department, and arranging appointments when needed.
• Maintaining a working knowledge of all bank products, services, policies and employees to identify additional customer needs and/or respond to inquiries, making proper referrals or recommending bank products when appropriate.
• Allowing customer access to safe deposit box, verifying customer identity and authority.
• Assisting 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.
• Assisting 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.
• Performing address and phone number changes/maintenance, debit card maintenance, etc.
• Completing Debit Card/View email address on click.appcast.io training for printing of debit cards for customers.
• Assisting customers with special needs such as check orders and address changes; preparing temporary checks.
• Handling incoming mail, check orders and deliveries, ensuring notification/delivery of said items to the correct areas.
• Maintaining visitor log, check in/out vendors.
• Answering telephone using a pleasant/professional voice and good listening skills to enhance service, transfer customer calls to appropriate staff and departments, if necessary.
• Maintaining a clean, organized and welcoming reception area and customer lobby.
• Performing user maintenance on office equipment in the work area.
• Complying with bank operations and security procedures by participating in all dual-control functions.
• Staying abreast of recent trends in fraud by reading email communication, myFNB intranet, and attending training.
• Performing general clerical tasks or special projects as assigned.

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.

Requirements:

Required minimum qualifications:

• High School Diploma or equivalent.
• One year of directly related experience.

Preferred qualifications:

• One year of customer service experience in the banking industry.
• Bilingual in Spanish and English

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

• Ability to read, comprehend, and follow written procedures and regulations; basic math skills.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to confidently handle multiple tasks with both walk-in customers and telephone calls, while maintaining a high level of accuracy and professionalism.
• Proficiency in Microsoft Office and office equipment.
• Strong organizational skills and attention to detail.
• Demonstrated ability to work effectively in a team-oriented, relationship-focused environment.
• Demonstrated initiative and flexibility.