Customer Service Specialist

Do you thrive in a fast‑paced environment and enjoy being a go‑to resource for others? Then the Customer Service Specialist position with First Bank may be a fit for you! In this role, you'll support both external banking clients and internal staff by resolving inquiries, managing operational workflows, and ensuring timely, accurate processing of financial requests.

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

Shazam Workflow Tracking

• Utilize Shazam 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

The ideal candidate will have at minimum a high school diploma or equivalent, with a bachelor's degree in business, accounting, or a related field preferred. They should bring at least two years of experience in banking operations, customer service, or internal support, along with strong customer service skills, effective problem‑solving abilities, and proficiency with Microsoft Office applications. Excellent communication skills, attention to detail, and foundational accounting knowledge are essential to succeed in this role.

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.

Apply today!

EOE, including disability/vets