Customer Service Specialist

First BankWaverly, IA

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Overview

Remote

On-site

Job Description

As a Customer Service Specialist you will support both external bank customers and internal staff, ensuring smooth operations across customer service, queue management, fraud mitigation and resolution, and reporting.

Duties include:

Internal and External Customer Service:

Provide exceptional service to banking clients by phone and email
Assist customers with account inquiries, transaction issues, and debit card and digital banking support
Serve as a resource for internal staff by resolving operational questions, system issues, and workflow bottlenecks
Collaborate with staff to ensure timely support and issue resolution
Document and escalate unresolved internal or external fraud and service issues appropriately

OnBase Queue Management

Monitor and manage OnBase queues for timely processing of financial documents and requests (i.e. maintenance forms, debit card requests, etc.)
Index and route documents in accordance with bank workflows and regulatory standards

Workflow Tracking

Utilize system to manage fraud alerts, card issues, transaction disputes, and escalations
Ensure accurate and timely data entry for case tracking and resolution

Reporting

Generate, retrieve, and review various reports to ensure applicable characteristics are met, escalating if needed
Analyze data to identify trends, improve service delivery, and support strategic decision-making

Other:

Crosstrain and assist Deposit Operations as needed
Assist others within the department with overflow projects
Other duties as assigned

First Bank is committed to our employees and customers. We believe our employees are our greatest resource and are fortunate to have quality employees who dedicate their time and effort to making First Bank a leader in our banking communities. To our team members we offer the following benefits: Health insurance, dental insurance, vision insurance, pre-tax flexible spending accounts, group term life insurance, dependent life insurance, short and long-term disability, 401k/ESOP with employer match, paid holidays, paid vacation time, paid sick time, and a wellness program.

Since first opening our doors in 1864, First Bank's mission has been to serve our community and our customers FIRST by providing the financial solutions they need to succeed! Apply today to experience the difference!

EOE, including disability/vets

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FAQs About Customer Service Specialist Jobs at First Bank

What is the work location for this position at First Bank?

This job at First Bank is located in Waverly, IA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at First Bank?

Employer has not shared pay details for this role.

What employment applies to this position at First Bank?

The employer has not provided this information. This may be discussed during the hiring process.

What is the process to apply for this position at First Bank?

You can apply for this role at First Bank either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.