About the position
As a CFC Digital Support Services Advocate at First Financial Bank, you will play a crucial role in delivering exceptional customer service and support to our clients. This position involves coordinating, delivering, and evaluating both technical and non-technical training programs for Client First Center associates. You will collaborate with the Organizational Development & Learning team to develop training materials tailored for the Client First Center. Additionally, you may assist in the integration of acquisitions by providing conversion training to ensure a smooth transition for new clients and associates. Your contributions will support various Client First Center initiatives by selecting appropriate methods and tools that empower associates to achieve their personal and professional goals. In this role, you will be responsible for answering customer inquiries related to bank products and services, which may come through various digital channels such as email, social media, and online chat, as well as via telephone calls. You will recognize sales opportunities and refer clients to sales associates, resolve customer inquiries or issues regarding any loan products offered by First Financial Bank, and perform customer account transaction and maintenance activities accurately. Staying current on products, services, policies, and procedures is essential, as is striving for first contact resolution of customer inquiries and transactions. You will also be expected to deescalate customer requests that require additional knowledge or expertise, as defined by department leadership, and provide job shadowing and email reviews to new hires as assigned. This position is designed for individuals who have a strong commitment to customer service and a desire to help others succeed. You will be part of a dynamic team that values collaboration and continuous improvement, ensuring that our clients receive the best possible support and service.
Responsibilities
- Answer customer inquiries relating to bank products and services through digital channels and telephone calls.
- Recognize sales opportunities and refer clients to sales associates.
- Resolve customer inquiries or issues with respect to any loan product offered by First Financial Bank.
- Perform customer account transaction and maintenance activities accurately.
- Remain current on products, services, policies, and procedures.
- Resolve customer issues through account research and utilization of support materials and resources.
- Strive for first contact resolution of customer inquiries, transactions, and problem resolution.
- Deescalate customer requests requiring additional knowledge or expertise as defined by department leadership.
- Provide job shadowing and email reviews to new hires as assigned by department leadership.
Requirements
- High school diploma or general education degree (GED).
- Minimum 6 months experience as a Client First Center Advocate II or Client First Center Specialist.
- Demonstrated ability to communicate and perform all required responsibilities of the Advocate II position to clients and teammates within 90 to 180 days post completion of training.
- Strong interpersonal, verbal, and written communication skills.
Nice-to-haves
- 2+ years of experience working in a high call volume service center or a minimum of nine months experience in the Client First Center as an Advocate II.
- Successful demonstration of mastery of Advocate II position through quality results and performance metric goal achievement or previous equivalent banking/financial customer service experience.
- Working knowledge of database software, such as Jack Henry Silverlake or other customer information systems.
- Served as peer mentor in Advocate II role to support new hire onboarding.
- Strong written, verbal, and digital communication skills.
