Customer Service Specialist

Job Title

In a high volume, contact center environment, effectively utilize all communication channels, as you provide an exceptional customer experience to customers and branch staff regarding all products and services. Participate in the sales and service culture designed to retain existing relationships and growth of new relationships that support the institution's customer service, deposit, loan and fee income goals.

Essential Functions:

• Through multiple channels, respond to all inquiries from customers in a clear and timely manner.
• Provide exceptional customer service through timely communication and by maintaining thorough knowledge of products, policies, procedures and regulatory requirements.
• Utilize every customer interaction to meet or exceed sales and referral goals by identifying products and services beneficial to the customers' needs and making recommendations to the customer.
• Process a variety of customer transactions timely and accurately.
• Balance teller transactions in an accurate and secure manner within guidelines.
• Provide technical support to customers and branch staff in relation to a variety of services offered.
• Resolve customer questions and concerns as first point of contact. If needed, refer to appropriate internal resources for resolution to achieve customer satisfaction.
• Ensure an exceptional experience in every interaction. Refer to customers by name and thank them for their business.
• Utilizes Customer Relationship Management (CRM) software to deliver an exceptional level of customer service.
• Consistently maintain customer service level standards.
• Make outbound calls, both proactive and reactive for customer service, support, and sales.
• Perform Interactive Teller Machine (ITM) functions.
• Perform related duties and responsibilities as required.

Requirements/Qualifications:

• Minimum High school diploma or certified equivalency.
• Bilingual English and Spanish fluency (speaking, reading and writing) preferred.
• CSS I - Typically requires one (1) year of experience in a customer service role, preferably in a banking environment.
• CSS II - Typically requires at least two (2) or more years of retail banking experience and demonstrated ability to perform the job responsibilities of a CSS I. Frequently handles customer calls with somewhat more complexity. Acts as a resource and supports training of new hires in a CSS I role.
• CSS III - Typically requires three (3) or more years of retail banking experience and demonstrated ability to perform the job responsibilities of a CSS I and II. Handles more complex, escalated customer calls and serves as back-up to the Digital Account Specialist. Serves as back-up to Contact Center Supervisor.
• Outstanding customer service focus and ability to work effectively and collaboratively with others.
• Strong organizational skills, problem solving skills, and attention to detail.
• Must be able to multi-task in a fast paced environment.
• Excellent verbal and written communication skills.
• Ability to present polished appearance and demeanor when operating in virtual technology.
• Proficient with technology.
• Ability and willingness to work Saturday schedule.

Physical Requirements:

The work requires the ability to operate office machines and equipment, such as personal computers, printers, copying machines and telephones. The work requires the ability to communicate clearly with customers, coworkers, and others in person and on telephones. Work activities involve combinations of sitting/standing for extended periods.

Pay Range

• The pay range for this position is $18.00 - $30.60
• The typical hiring range for this position is $18.00 – $20.66

• The incentive plan for this position is the Partnership Incentive plan. It is paid out quarterly based on meeting set goals.
• Employees will be eligible for our benefits package including medical, dental, and vision insurance, paid time off, retirement plans (401k with company match and Employee Stock Ownership Plan), gym membership reimbursement, discounts on our banking products, and more! Additional information on our benefits package can be viewed at

First Fed invites all qualified interested applicants to apply for our career opportunities. If you are a person with a disability and need a reasonable accommodation to use our online job search or application tools, please email Human Resources via View email address on click.appcast.io or call View phone number on click.appcast.io. Note: This contact information is reserved solely for job seekers requesting accessibility assistance or accommodation in the application process. Messages left for other purposes may not receive a response.