Part-Time Customer Support Agent

Great employees are essential to maintaining the confidence our customers place in us. FGB believes that our employees are our greatest asset as demonstrated in their professionalism and dedication. We encourage open communication and strive to cultivate an environment in which our employees will contribute new ideas and innovations that will help us excel. As we grow, we want YOU to join our team to help fulfill our mission of serving the banking needs in our local communities.

Position Summary

The Customer Support Agents serves as the primary customer contact for the bank, which includes assisting customers and branch associates with any customer related issues.

Essential Duties and Responsibilities

• Answer inbound calls and make outbound calls to assist customers with banking products or services including but not limited to: Credit Cards, Bill Pay, and Online Banking. This includes password resets, Online Account Opening, Credit Card and Loan Opening Processes, Debit Card/ATM Cards, Telephone Banking (IVR), Checking, Savings, CDs, Mortgage, and Loan Products.

• Demonstrate knowledge of products and services related to customer inquiries.

• Respond to customer queries in a timely and accurate manner via email, chat, or another secure message channel.

• Provide individualized customer service of high-standard professional level.

• Build interest in and promote our products and services offered.

• Ensure all policies and procedures are adhered to.

• Determine problems or issues in queries or complaints and propose solutions.

• Adhere to the BSA Policy and all other Bank Policies.

• Other duties and responsibilities as may be assigned by supervisor.

Minimum Qualifications (Education, Experience, Skills)

• Minimum 1 year of experience in customer service or call center industry.

• Banking experience is preferred.

• Ability to problem solve and handle diverse people.

• Ability to maintain composure under pressure.

• Must have modest number of technical skills.

• Proficiency in Word, Excel, and Outlook.

• Must have professional attitude.

• Ability to work with a team, as well as independently.

• Strong interpersonal skills a must, specifically verbal communication skills.

• Bilingual speaking preferred, English and Spanish.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, listen, and sit for extended periods of time. The employee frequently is required to use hands or fingers, handle, or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.