Customer Service Representative, PF
First Financial Bank

Job Info

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We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written!

If you are interested and qualified for this role, we invite you to apply.

Assist inbound customers inquiries via the telephone and emails to customer service call center in a timely, accurate and courteous manner.

Essential Functions/Responsibilities

• Follows Agile established guidelines regarding customer service and delivers excellent customer service in accordance with Valley's and Agile's mission statements.
• Services customers' needs and inquiries; recommend on-line account access, and assists with other service needs.
• Discuss/loan products with existing and prospective customers.
• Follow up on all commitments to contribute to department service level standards.
• Prepare written correspondence to inquiries via e-mail or other methods of communication.
• Give basic rate and term exceptions to our Insurance Agency clients within specific underwriting guidelines.
• Comply with all regulations pertaining to BSA, USA PATRIOT ACT, and OFAC. Complete annual BSA training. Report suspicions of criminal activity, or any attempt to avoid BSA reporting requirements on the part of customers or employees, to the AML/BSA Compliance Department.
• Adhere to the VNB Code of Conduct and Service Quality Standards as well as department standards.
• Accept and execute other duties and responsibilities as assigned.
• Complete required annual regulatory training courses on a timely basis

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job

• High School Diploma or GED. Minimum of two years high volume call center experience.
• Prior Banking and/or Premium Finance experience.
• Ability to demonstrate a working knowledge of premium finance products, services, and policies
• Ability to understand and utilize premium finance system, computer and databases.
• Demonstrate a professional manner and team spirit.
• Excellent verbal communication skills.
• Ability to write simple correspondence
• Professional phone etiquette.
• Ability to work as a team.

Preferred Knowledge and Skills

• Bilingual preferred.

Level of Complexity and Scope

Degree of Independence and Decision-Making

• Follows established guidelines

Required Supervisory Responsibilities

• No direct supervision

Physical Requirements

• Must be able to remain in a stationary position 90% of the time.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• The person in this position communicates on the phone 90% of the time.
• The person in this position frequently communicates with customers and peers within own department or other departments. Must be able to exchange accurate information.

Compliance Statement

The associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.

Development and Training

It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.

We are an E-Verify Employer.

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