Customer Service Specialist - First Federal : Job Details

Description

Who We Are

First Fed is a local community bank on an exciting growth trajectory with 18 locations including 12 full-service branches in Western Washington. First Fed was recognized by the Puget Sound Business Journal as a Best Workplace for the last 3 years and a Top Corporate Philanthropist in 2023. By popular vote, First Fed received 2023 awards for Best Bank in The Best of the Northwest, Best Banker in Readers' Choice by Cascadia Daily News, and Peninsula Daily News named us Best Bank on the Olympic Peninsula. We also received a Best-In-State bank award from Forbes in 2021.

For over 100 years First Fed has served our customers and communities throughout the PNW. We've donated over $9 million to non-profit organizations in the past 8 years through our foundations, sponsorships, direct donations, and matched employee donations. Our amazing team has volunteered over 25,000 hours in the past 5 years - many by using our benefit of 3 paid volunteer days per year!

We welcome applicants from all backgrounds - our diversity makes us stronger. Join our award-winning team!

Our Values

Optimism: We are positive and decisive. We believe the future will be better than the past. Our attitude demonstrates persistence which leads to success.

Initiative: We are self-starters and find innovative solutions. We are courageous, entrepreneurial, and passionate. We take action for good.

Respect: We include individuals from diverse backgrounds and with different perspectives. We are committed to honoring and serving others.

Growth: We learn and adapt so we can continually improve. We believe in personal growth through grit and determination.

Ownership: We are invested in our endeavors. We are accountable and take responsibility for our actions and decisions.

Position Purpose:

In a high volume, contact center environment, effectively utilize all communication channels, as you provide an exceptional customer experience to customers and branch staff regarding all products and services. Participate in the sales and service culture designed to retain existing relationships and growth of new relationships that support the institution's customer service, deposit, loan and fee income goals.

Essential Functions:

+ Through multiple channels, respond to all inquiries from customers in a clear and timely manner.

+ Provide exceptional customer service through timely communication and by maintaining thorough knowledge of products, policies, procedures and regulatory requirements.

+ Utilize every customer interaction to meet or exceed sales and referral goals by identifying products and services beneficial to the customers' needs and making recommendations to the customer.

+ Process a variety of customer transactions timely and accurately.

+ Balance teller transactions in an accurate and secure manner within guidelines.

+ Provide technical support to customers and branch staff in relation to a variety of services offered.

+ Resolve customer questions and concerns as first point of contact. If needed, refer to appropriate internal resources for resolution to achieve customer satisfaction.

+ Ensure an exceptional experience in every interaction. Refer to customers by name and thank them for their business.

+ Utilizes Customer Relationship Management (CRM) software to deliver an exceptional level of customer service.

+ Consistently maintain customer service level standards.

+ Make outbound calls, both proactive and reactive for customer service, support, and sales.

+ Perform Interactive Teller Machine (ITM) functions.

+ Perform related duties and responsibilities as required.

Requirements/Qualifications:

+ Minimum High school diploma or certified equivalency.

+ Bilingual English and Spanish fluency (speaking, reading and writing) preferred.

+ CSS I -Typically requires one (1) year of experience in a customer service role, preferably in a banking environment.

+ CSS II - Typically requires at least two (2) or more years of retail banking experience and demonstrated ability to perform the job responsibilities of a CSS I. Frequently handles customer calls with somewhat more complexity. Acts as a resource and supports training of new hires in a CSS I role.

+ CSS III - Typically requires three (3) or more years of retail banking experience and demonstrated ability to perform the job responsibilities of a CSS I and II. Handles more complex, escalated customer calls and serves as back-up to the Digital Account Specialist. Serves as back-up to Contact Center Supervisor.

+ Outstanding customer service focus and ability to work effectively and collaboratively with others.

+ Strong organizational skills, problem solving skills, and attention to detail.

+ Must be able to multi-task in a fast paced environment.

+ Excellent verbal and written communication skills.

+ Ability to present polished appearance and demeanor when operating in virtual technology.

+ Proficient with technology.

+ Ability and willingness to work Saturday schedule.

Physical Requirements:

The work requires the ability to operate office machines and equipment, such as personal computers, printers, copying machines and telephones. The work requires the ability to communicate clearly with customers, coworkers, and others in person and on telephones. Work activities involve combinations of sitting/standing for extended periods.

Pay Range

+ The pay range for a level I CSS is $18.00 - $30.60

+ The typical hiring range for level I CSS is $18.00 per hour

+ Level II and Level III with banking contact center experience ranges are higher.

+ The incentive plan for this position is the Customer Service Center Incentive plan. It is paid out quarterly based on performance.

+ Employees will be eligible for our benefits package including medical, dental, and vision insurance, paid time off, retirement plans (401k with company match and Employee Stock Ownership Plan), gym membership reimbursement, discounts on our banking products, and more! Additional information on our benefits package can be viewed at

Qualifications

Education

Preferred

+ High School or better

Experience

Required

+ 1 year: Typically requires one (1) year of experience in a customer service role, preferably in a banking environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)