Digital Customer Care Specialist I

Join Our Team! We have a great team of friendly, talented and inspiring people at First United. As a learning organization, we take pride in offering exciting opportunities for employees to grow and follow their passions. That's one of the many reasons First United has been voted as one of the top places to work in Oklahoma since 2009! Browse this page to find out more about the First United culture and the many benefits of working here. Then, use our "Get Started" section to take your first step to being a part of First United. The Position Job TitleDigital Customer Care Specialist I Job Description SUMMARY The Digital Customer Care Specialist I will be part of a dedicated team responsible for providing elevated service to customers, primarily by means of written (digital) channels and outbound calls, to best match the customer needs to First United Bank’s products and services. They will also assist with incoming calls as needed. This individual will apply First United Bank company values during customer interactions while consistently meeting and exceeding established goals. They will master First United Bank’s delivery process and product knowledge to enhance value to the organization and develop customer relationships by performing the following essential duties: MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS) Provide timely and accurate customer service support such as processing service requests and account updates, resolving or escalating complaints and providing information regarding banking products, policies, online services, debit cards and customer accounts. Meet individual and department performance objectives, standards and goals Make outbound calls to customers related to Financial Well-Being, Savings Accounts and other service-related items from our overnight call center messages. Must complete appropriate call logs, cases and/or call reports. Primarily serve customers via digital channels by following up, responding & processing requests. Customer interaction channels such as, but not limited to, Emails (primarily through our CRM, Salesforce), Faxes, Chat, Secure Messaging, social media, etc. Serve as backups to Customer Care Relationship Bankers for inbound calls and back up to the Online Support Specialists with salesforce case management. Maintain a high level of professionalism in both written and verbal communication, for relaying messages to customers, teams, or our partners. Maintain advanced knowledge of customer facing technologies such as our website, financial well-being guide, online banking, mobile banking, telephone banking, money transfer functionalities (billpay, digital wallet, zelle) & debit card services. Follow proper procedures accurately and efficiently for all customer-servicing activities performed. Consistently meet and often exceed efficient and effective service (high performing). Maintain familiarity with First United Bank’s mission statement and purpose/values, applying these during customer interactions, and promoting these to their peers. Provide strong, compassionate, and visible leadership to peers fostering positive attitudes and trust among employees, customers, and prospects Ability to handle escalated customer situations as related to calls or digital channels. Ability to learn and adapt to new information and technology platforms as a growing department Ability to exercise discretion and handle sensitive and confidential issues Perform other duties as assigned ADDITIONAL RESPONSIBILITIES Completes all required compliance exams on a yearly basis. Adherence to all First United Policies and Procedures. Adheres to First United’s dress code, promoting exemplary dress and groom Attend monthly team meetings & weekly team huddles. Adhere to scheduled shifts, including on Saturdays if needed. This position is required to be physically in the bank to perform duties as outlined by supervisor. Other duties as assigned by Supervisor. EMPLOYEE SPECIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and Work Experience High School Diploma or GED required. Some college/bachelor’s degree is strongly preferred. Minimum 9-12 months of work experience in the customer service field or previous financial institution experience preferred. Technical/Functional Competencies Superior customer service skills required. Basic mathematics to solve problems. Requires being exact or highly accurate with daily work. Basic keyboarding, typing 40-50 wpm and knowledge of office equipment. Must have working knowledge of Excel, Word and 10-key. Experience with Microsoft Office preferred. Must have good verbal and written communication skills to provide quality customer service. Mental concentration is required to perform concurrent tasks and meet deadlines while tolerating frequent interruptions requiring the ability to task-change effectively. Maintain a positive attitude and ability to establish and cultivate strong personal connections Ability to manage time effectively and work independently, without close supervisor. Ability to use good judgment and exercise decision-making skills. Critical Thinking – requires logic and reasoning to identify solutions, conclusions or approaches to problems. Behave ethically while at work or outside your work environment. Ability to practice active listening & active reading by actively looking for ways to assist customers through conversation either written or verbally. NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization. All Locations:Durant-Corporate, Sherman-Taylor Street If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at HR@firstunitedbank.com for assistance. First United is an Equal Opportunity Employer. To the extent required by Federal or State law, First United does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, or any other characteristic protected by law. First United Bank is a family-friendly organization with strong ties to the communities we serve. We practice honesty, integrity, and exceptional customer service as we strive to be the best place, to bank, work and invest. We are committed to providing excellent career opportunities and a wide array of benefits for our staff. And, in recognition of First United's commitment to being a premier employer, we've been honored by OKCBiz Magazine as a "Best Places to Work" organization. As one of only 30 organizations and companies to receive this prestigious designation, we're very proud of our accomplishment! The key to First United's success is, and always will be, our exceptional people. Our employees share a desire to provide the best possible service to our customers and they work creatively, set high standards for themselves, and stick to them. Please take time to browse our open positions and if you find something that matches your interest and qualifications, you can apply right here online. We look forward to meeting you and wish you the best in your career!.