About the position
The Client First Center team at First Financial Bank is dedicated to providing exceptional customer service through various support channels, including phone calls, email, social media, and online chat. As a member of this team, you will play a crucial role in representing the bank positively and professionally while striving to meet or exceed customer expectations. This entry-level position is designed for individuals who are passionate about customer service and are eager to engage with clients in a meaningful way. You will be responsible for answering inquiries related to bank products and services, recognizing sales opportunities, and referring clients to sales associates when appropriate. In this role, you will need to remain current on the bank's products, services, policies, and procedures to effectively resolve customer inquiries or issues, particularly those related to loan products. You will utilize account research and support materials to address customer concerns and perform account transaction and maintenance activities accurately. A key focus will be on achieving first contact resolution for customer inquiries, transactions, and problem resolution. If you encounter requests that require additional knowledge or expertise, you will escalate these to department leadership as needed. This position requires a high school diploma or GED and a demonstrated ability to provide excellent customer service. As a remote work employee, you must meet minimum performance standards and maintain availability during designated business hours. You should live within 60 miles of the Pictoria, Greensburg, or Columbus (IN) locations and ensure that your home work environment is free of distractions and interruptions. The bank provides a full complement of equipment for your primary work location, and you will have access to a hotel desk when working from the office. Compliance with all bank policies and procedures, including data privacy and security, is essential. First Financial Bank is committed to building a great team and providing needs-based solutions while recognizing and celebrating success. We believe in doing the right thing and making a difference in the lives of our clients.
Responsibilities
- Answer customer inquiries relating to bank products and services via phone, email, social media, and online chat.
- Recognize sales opportunities and refer clients to sales associates.
- Remain current on products, services, policies, and procedures.
- Resolve customer inquiries or issues with respect to any loan product offered by First Financial Bank.
- Perform customer account transaction and maintenance activities accurately.
- Strive for first contact resolution of customer inquiries, transactions, and problem resolution.
- Escalate customer requests requiring additional knowledge or expertise as defined by department leadership.
Requirements
- High school diploma or general education degree (GED).
- Demonstrated ability in providing excellent customer service.
Benefits
- Option available for a modified hybrid work model (e.g. 4:1, 3:2, 2:3, 1:4).
- Full complement of equipment provided for primary work location (home or work).
- Access to a hotel desk to plug in with assigned laptop when working from FFB office.
