Job Description:

Primary Office Location:

55 Wyoming Street. Pittsburgh, Pennsylvania. 15211.

Join our team. Make a difference - for us and for your future.

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

Apply Now