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Contact Center Representative

F

Location
United States
Base Salary
40k USD
FirstBank

Job Description

Founded in 1963, FirstBank is Colorado's largest locally owned holding company and we are still growing, serving customers in Colorado, California, and Arizona. Our growth can be attributed to one simple philosophy: do right by customers, communities, and employees, which is at the center of the company’s “banking for good” mantra. FirstBank believes that diversity, equity, and inclusion are part of everything we do, both within and outside our company, and we take pride in hiring and training a diverse and talented group. We strive to not only maintain a diverse workforce, but also ensure our employee experience garners a sense of belonging, is inclusive and equitable. FirstBank believes that a company is nothing without the people that comprise it. By joining the FirstBank team you will experience our great team culture with ample opportunity for growth. There’s an opportunity for everyone with positions across the company, from Personal Banker and Call Center to Technology and Lending. Apply today to learn more and join the team!

A Brief Overview

The Contact Center Representative works in a fast-paced call center atmosphere focusing on either general customer service or online banking support. The Representative assists customers in an efficient, friendly and professional manner with a variety of banking questions over the telephone. This position develops and maintains a general working knowledge of all FirstBank products and services offered to assist customers with general troubleshooting and inquires.

What you will do

  • Assist customers with general banking or FirstBank product and service questions over the phone
  • Develop and maintain a general working knowledge of all bank products and services
  • Research customer issues and concerns across various products and services to pinpoint logical resolutions
  • Achieve a general understanding of fraud trends occurring to identify possible fraud attempts
  • Meet individual and department service level objectives
  • Assist customers with general troubleshooting for FirstBank products and services
  • Navigate seamlessly between multiple FirstBank programs and systems while aiding customers
  • Collaborate with other FBSS departments and branch operations in order to properly assist customers
  • Perform other job duties and projects as assigned
  • Understand and comply with all provisions of the Safety in the Workplace policy

Minimum Requirements

  • Entry-level job with little or no prior relevant work experience in the function

Preferred Requirements

  • Previous customer service experience.
  • Working knowledge of call center environment.

Knowledge, Skills, and Abilities

  • General knowledge of all FirstBank products and services
  • Good verbal and written communication skills
  • Ability to solve general problems
  • Ability to work in a fast paced team environment
  • General understanding of FBSS departments and branch operations

Working Conditions and Physical Requirements

  • Frequently remains stationary throughout a typical business day
  • Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
  • Occasionally moves about inside the office to access file cabinets, office machinery, and other rooms
  • Occasionally positions self to access drawers and shelves of various heights
  • Frequently reaches for and handles paperwork and files
  • Constantly communicates with customers, coworkers, and management in-person and on the phone
  • Must be able to exchange accurate information
  • FirstBank does not currently offer fully remote positions, except as required by law. The actual number of in-office days that may be required will vary by business unit, role, and business need.

Salary Range

$20.00 Per Hour

Statement of Benefits

FirstBank offers a suite of benefits that support our employees’ professional, financial, physical, emotional and spiritual well-being. Benefits currently offered with our positions include: Paid Time Off/paid leave programs, 401K/Employee Stock Ownership, United Healthcare medical, MetLife dental, VSP vision, Employee tuition reimbursement, Volunteer Time Off, Short-Term Disability, Long-Term Disability, and Group Life Insurance/AD&D


EOE/Affirmative Action


FirstBank is an EOE/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other legally protected characteristic. FirstBank does not permit pay inequities. Anyone who believes they have been subject to pay inequity should immediately report their concerns to the Human Resource Department.

Colorado Job Application Fairness Act


Under Colorado’s Job Application Fairness Act, you have the right to redact from any documents that you submit in connection with your application information that identifies your age, date of birth, or dates of attendance at or graduation from an educational institution. Should you wish to exercise your right to redact such information, please redact it prior to submitting the documentation

*This job opportunity is expected to close on October 7, 2024*

Advice from our career coach

A successful applicant for the Contact Center Representative position at FirstBank should understand the company's focus on diversity, equity, and inclusion, as well as its commitment to customer service, community, and employee well-being. To stand out as an applicant, it is important to showcase previous customer service experience, familiarity with call center environments, and the ability to work in a fast-paced team setting. Additionally, highlighting good verbal and written communication skills, problem-solving abilities, and a general understanding of banking products and services will make you a strong candidate.

  • Highlight previous customer service experience in your resume
  • Showcase your knowledge of call center environments
  • Demonstrate your ability to work effectively in a team-oriented, fast-paced setting
  • Emphasize your strong verbal and written communication skills
  • Showcase problem-solving abilities and your understanding of banking products and services

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About the job

Sep 29, 2024

Full-time

40k USD

  1. US United States
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