Customer Service Specialist

Job Description

Job Description

Position Summary:

Join the FNBSF Customer Service team as a Customer Service Specialist, where our priority lies in fostering lasting customer relationships and delivering exceptional service.

• Be more than a number, the FNBSF team is more like family and values innovation and collaboration.
• Our culture is committed to fostering continuous learning and development, encouraging our team members to grow both professionally and personally.
• Enjoy consistent hours, Monday to Friday, 8:00 am to 5:00 pm, with no nights or weekends required.

As a Customer Service Specialist, you will provide support to FNBSF customers via phone and email. Serving as their first point of contact, you’ll address inquiries, concerns, and requests promptly and accurately. Your friendly demeanor, effective communication skills, and proficiency in banking systems will play a key role in ensuring a positive customer experience.

In addition, our FIRST Values apply to all teammates without exception.

FIRST Values

• Family – We support, trust, and respect each other, our customers, and our shareholders.
• Independence & Innovation – We embrace change as vital to our success.
• Relationships – We build relationships that are based on strong character, mutual loyalty, trust, and respect.
• Stewardship – We take care of ourselves so we can take care of others.
• Teamwork – We help each other grow and succeed.

Who we are:

The First National Bank in Sioux Falls began its long-term commitment to the Sioux Falls area in 1885. The oldest bank in Sioux Falls owes its longevity to a combination of service, stability, innovation, and family involvement. Over the past 140 years, The First National Bank in Sioux Falls has worked diligently to promote the growth and vitality of our city and the surrounding area. The Bank strives to continually be recognized as a community leader by reinvesting financial resources back into the communities it serves and encouraging active employee involvement in community volunteer organizations.

The First National Bank Way, which is a blend of our Mission Statement and FIRST Values, serves as the foundation of our culture. It is a gift that has been passed down to us and is the legacy that we will protect and preserve. Nothing is more important to us – it is the cornerstone of our success.

Our culture is driven by integrity, service, and strong values; nothing has shaped it more than our FIRST Values.

Our FIRST Values are not just words; they are truly felt by our employees, customers, shareholders, and communities. They tell us who we are as a business and guide our behaviors and decisions as we move forward and build successful relationships.

Although banking has evolved over the years, our mission and values have not and will not change.

What will you do:

Accountabilities

Account Support

Accountable for assisting customers with various account-related requests, demonstrating skillful management of their banking needs.

• Handle incoming customer inquiries through communication channels, such as phone calls and email.
• Provide prompt and courteous responses to customer queries regarding account information, transactions, products, services, and general banking inquiries.
• Assist customers with closures and updates to personal information.
• Maintain positive customer relationships by demonstrating professionalism, empathy, and a customer-centric approach.
• Assist customers in navigating digital banking platforms, including online banking, mobile banking, and self-service options.
• Process customer requests related to account transactions, including transfers, deposits, withdrawals, and bill payments and transaction disputes.
• Verify and update customer account information accurately in the banking system.
• Ensure accurate data entry and recordkeeping, maintaining the integrity of customer accounts and interactions.

Issue Resolution

Efficiently identify and troubleshoot problems, providing effective solutions to ensure customer satisfaction.

• Listen attentively to customer concerns, identify the root cause of issues, and determine appropriate solutions.
• Resolve basic customer complaints, issues, and questions by providing accurate information and guidance.
• Escalate complex or unresolved issues to the appropriate higher-level customer service personnel for further investigation and resolution.
• Follow up internally on escalations to understand root cause and resolution of customer issue.

Product and Service

Responsible for delivering product and service knowledge to customers, ensuring they are well-informed about the bank's offerings.

• Develop an understanding of the bank's offerings to effectively address customer inquiries and promote suitable solutions.
• Collaborate with other departments, such as Treasury Management and Retail Banking, to refer customers for potential cross-selling opportunities.
• Identify opportunities to enhance the customer experience and promote customer loyalty.
• Provide accurate and comprehensive information about the bank's products and services to customers over the phone.
• Provide technical support and guidance for online banking, mobile apps, and other digital services.

Qualifications

High School degree required. One or more years of relevant work experience or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position.

Skills and Abilities

• Excellent verbal and written communication skills.
• Ability to maintain positive rapport with a wide range of individuals.
• Ability to conduct relationships in a manner that ensures cooperation and positive results.
• Excellent organizational skills and attention to detail. High degree of accuracy required.
• Demonstrate a high degree of concern for professional and innovative customer service.
• Ability to adapt to the needs of the organization and teammates.

What’s in it for you?

• Health Insurance
• Dental & Vision Insurance
• Profit Sharing
• Paid Vacation & Holidays
• Company paid short and long term disability
• Tuition Reimbursement Program
• Employee Banking Perks
• Community Volunteer time
• And More!