Posted in Other 30+ days ago.
Type: Full Time
Location: Hermitage, Pennsylvania
PRIMARY OFFICE LOCATION:
One South Hermitage Road. Hermitage, Pennsylvania. 16148.
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POSITION TITLE: Escalated Contact Center Representative
BUSINESS UNIT: Retail Operations
REPORTS TO: Supervisor of Contact Center
POSITION OVERVIEW:
This position is responsible for responding to customers by telephone, email, web chat, secure messaging, and ITM video conferencing to answer questions or resolve problems. Provides advanced technical and troubleshooting support for the electronic delivery channels to internal and external customers. Provides support for the supervisors when needed. Incumbent should have an outgoing and upbeat demeanor, a positive work ethic, and work well in a team environment. The incumbent must be self-sufficient, have strong problem-solving skills, and patience when handling tough situations.
PRIMARY RESPONSIBILITIES:
Responds to incoming telephone calls, email, and secure messages related to a variety of customer service requests and general bank inquiries. Quickly identifies the customer s needs, determines the best solution or alternative, and communicates the resolution to the customer.
Performs various tasks to include refund requests, disputes, payoffs, complaints, address changes, stop payments, card limit increases, and advanced troubleshooting support for online banking, mobile banking, and online bill payment.
Handles escalated calls and tasks to resolve customer inquiries or issues to include the electronic delivery channels, recommends solutions, and guides the customer through the process necessary to resolve their problem.
Provides guidance and support to less experienced agents, assists the supervisors with training, preparing reports, workflow, and assumes the responsibility of a supervisor when necessary.
Documents customer interactions as they relate to complaints, payoff s, refund requests, and technical support.
Understands and strives to meet or exceed call center metrics while providing exceptional customer service.
Promotes bank products and services by identifying customer s needs through inbound calls and outbound calling efforts.
Assists with special projects and conversions related to online banking, bill payment and mobile banking with a heightened degree of attention to detail and little supervision.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation s risk management program.
F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.
MINIMUM LEVEL OF EDUCATION REQUIRED TO PERFORM THE PRIMARY RESPONSIBILITIES OF THIS POSITION:
High School or GED
MINIMUM # OF YEARS OF JOB RELATED EXPERIENCE REQUIRED TO PERFORM THE PRIMARY RESPONSIBILITIES OF THIS POSITION:
3
SKILLS REQUIRED TO PERFORM THE PRIMARY RESPONSIBILITIES OF THIS POSITION:
Excellent communication skills, both written and verbal
Excellent customer service skills
Ability to work and multi-task in a fast paced environment
Detail-oriented
Ability to use a personal computer and job-related software
MS Word - Basic Level
MS Excel - Basic Level
Detail-oriented
Patience when dealing with difficult situations
Strong problem solving skills
Ability to work weekends and some holidays.
LICENSURES/CERTIFICATIONS REQUIRED TO PERFORM THE PRIMARY RESPONSIBILITIES OF THIS POSITION:
N/A
PHYSICAL REQUIREMENTS OR WORK CONDITIONS BEYOND TRADITIONAL OFFICE WORK:
Sit for extended periods of time
It is the policy of F.N.B. Corporation and its affiliates not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, or because he or she is an individual with a disability or disabled veteran, Armed Forces service metal veteran, recently separated veteran, or active duty wartime or campaign badge veteran. F.N.B. Corporation and its affiliates provide all applicants and employees a discrimination and harassment free workplace.
Please Visit following page for important legal disclosures and information:
https://www.fnb-online.com/disclosures
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