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FFB Bank · 1 week ago

Customer Support Specialist I

Fresno, CA

Full-time

Onsite

Entry Level

$22/hr - $29/hr

1+ years exp

FFB Bank is a dynamic single-branch bank based in Fresno, CA, committed to redefining the banking experience. The Customer Support Specialist I will support branch operational activities and customer service, ensuring excellent customer relations and assisting with account management and inquiries.

BankingFinanceFinancial Services

Responsibilities

Strives to resolve customer inquiries and issues during the first interaction to ensure a one-call resolution

Delivers prompt and effective customer service by answering calls within two rings and providing accurate, timely solutions to customer inquiries and concerns

De-escalates and /or escalates situations involving dissatisfied customers, offering patient assistance and support

Builds and maintains positive relationships and engages customers by going above and beyond

Manages support tickets efficiently, delivering accurate solutions within expected timeframes

Assists customers in their selection of various accounts, products, and financial services available from the Bank; ensures cross-sell opportunities are presented by applying professional sales techniques

Interviews customers to obtain information; establishes proper identification of new customers; determines need and extent of reference investigation; assists customers in completing new account openings

Operates computer terminal or personal computer to process account activity; determine balances and resolve problems within given authority

Provides effective customer service by answering customer questions; investigates and corrects errors; and resolves problems or other issues

Assists customers with various account servicing requests, including issuing official checks, processing wire transfers, updating addresses, and ordering checks, deposit slips, and endorsement stamps

Collects and processes data for various operational reports and callback verifications

Prepares routine letters, reports and forms

Ensures the organization files, copies, and faxed documents

Performs official notary service duties as needed

Embodies the TRAC Values and Critical Behaviors (Teamwork, Relationship, Authenticity, Commitment) as core principles, using them to guide daily interactions and decision-making

Completes administrative tasks with a sense of urgency, including required Bank Compliance Training. Responds to internal and external inquiries via email, phone, or messaging platforms in a timely and professional manner. Positively represents the Bank through ethical conduct and community involvement

Demonstrates an understanding of and commitment to EEO policies. Fosters a respectful, inclusive workplace by valuing cultural differences, preventing harassment of any kind, and supporting a diverse workforce

Ensures adherence to all Bank policies, procedures, and processes, along with applicable state and federal laws, rules, and regulations, ensuring confidentiality and data privacy while carrying out AML/CFT (Anti-Money Laundering and Countering the Financing of Terrorism) responsibilities specific to the role

Performs duties in an office or home office environment, involving tasks such as writing, typing, speaking, lifting moderate weights, and operating office equipment. The position requires physical activities like sitting, walking, and reaching. Reasonable accommodation can be made for individuals with disabilities to perform essential functions

Travels up to 10%, including but not limited to attending company meetings, training sessions, and corporate events, with travel typically being regional or local based on business needs

Qualification

Customer service experienceMicrosoft Office SuiteAnalytical skillsZendeskProblem-solving skillsEffective communicationOrganizational skillsTeamwork skillsTime managementAdaptability

Required

High school diploma or equivalent required; bachelor's degree preferred

Minimum 1–2 years of related experience in customer service in a financial institution, call center or relevant industry preferred

Basic analytical and problem-solving skills; ability to work with and interpret data

Proficiency with Microsoft Office Suite (Excel, Word, Outlook) required

Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers, vendors and employees

Strong organizational and time management abilities with attention to detail

Proficient teamwork and relationship skills to contribute to cross-functional collaboration and team success

Willingness to take on special projects and perform other duties as assigned, beyond core responsibilities, to support team and organizational needs

Commitment to continuous learning and professional development to stay current with industry standards and best practices

Ability to maintain authenticity and integrity in all professional interactions, ensuring trust and credibility with stakeholders

Capable of managing multiple priorities and meeting deadlines in a dynamic environment

Ability to work independently with minimal supervision and as part of a team

Proven ability to adapt to changing priorities and procedures

Current driver's license and a vehicle with appropriate insurance coverage if required to drive while performing assigned duties and responsibilities