Call Center CSR III- Customer Service Specialist - Operations Center

First Financial Bank - Abilene, TX

Full-time

Abilene, TX

Credit Intermediation and Related Activities

About the position

As a First Financial Call Center CSR III, you will play a crucial role in supporting our retail and commercial lines of business. This position involves handling a variety of customer service inquiries through both inbound and outbound calls. You will be responsible for addressing questions and concerns related to bank operations, regulations, transaction processing, electronic services, marketing, promotional activities, and issues related to online and mobile banking. Your ability to effectively communicate and resolve customer inquiries will be essential in meeting the business objectives of our organization. In this role, you will be expected to manage a high volume of calls, typically ranging from 100 to 200 calls daily. Providing excellent customer service is paramount, and you will achieve this through active listening and a proactive approach to customer interactions. You will work with confidential customer information, requiring a high level of sensitivity and discretion. Your goal will be to resolve customer issues on the first call whenever possible, thereby enhancing customer satisfaction and loyalty. This position demands that you adhere to a structured schedule, spending approximately 90% of your scheduled time on the phone. You will need to demonstrate the ability to meet and exceed service goals while building and advancing customer relationships. Your communication skills will be critical in appropriately addressing customer needs and ensuring a positive experience with our services.

Responsibilities

• Support all products and services in retail and commercial lines of business via inbound and outbound customer service calls.
• Handle and respond to all customer inquiries regarding bank operations, regulations, transaction processing, electronic services, marketing, promotional activities, online banking, and mobile banking issues.
• Provide excellent customer service through active listening and effective communication.
• Meet and exceed service goals while building and advancing customer relationships.
• Work with confidential customer information and treat it sensitively.
• Aim to resolve issues on the first call by being proactive in your customer service approach.
• Adhere to pre-defined activity schedules and spend approximately 90% of scheduled time on the phone.

Requirements

• Proven experience in customer service, preferably in a call center environment.
• Strong understanding of bank operations and regulations.
• Ability to handle a high volume of calls (100-200 daily).
• Excellent communication skills, both verbal and written.
• Strong active listening skills to understand customer needs and concerns.
• Ability to work with confidential information sensitively and responsibly.
• Proven ability to meet and exceed service goals.

Nice-to-haves

• Experience with online and mobile banking services.
• Familiarity with transaction processing systems.
• Knowledge of marketing and promotional activities in a banking context.