Digital Customer Service Specialist Job Description

Job Overview:

Serve as the primary liaison between First Bank of Alabama and both current and potential customers. Effectively manage incoming and outgoing calls, and assist visitors through digital channels such as chat, audio, and video. Address inquiries, answer questions, resolve complaints, and provide appropriate solutions, ensuring follow-up to resolve any issues. Deliver exceptional customer service consistently going above and beyond to meet customer needs.

Job Duties and Responsibilities:

• Efficiently manage inbound and outbound calls and engagements within the digital customer service platform.
• Identify customer needs, clarify information, research issues, and provide effective solutions and alternatives.
• Generate customer interest in First Bank of Alabama products and services and identify opportunities for cross-selling.
• Build and maintain strong relationships by going the extra mile to engage with customers.
• Adhere to call agent guidelines to ensure efficiency and assist with FAQs and proper verification processes.
• Manage and maintain online banking applications, eStatement enrollments, and online banking messages.
• Maintain an active knowledge base of all the bank’s products and services.
• Respond to customer inquiries regarding new and existing financial services.
• Educate customers on emerging bank technology and digital solutions.
• Use appropriate channels to create a seamless experience for customers transitioning from digital to in-branch services, minimizing friction.
• Ensure compliance with all bank policies and procedures, as well as applicable state and federal banking regulations.
• Maintain confidentiality of all customer account information, update records as appropriate, and adhere to internal controls, operational procedures, and risk management policies regarding security protocols for robbery and fraud.
• Assist customers with transactional needs according to established guidelines, brand model, and service standards, including answering basic inquiries about account balances, transaction history, service charges, interest rates, etc., while maintaining daily operational standards.
• Assure compliance with all Bank policies and procedures, and all applicable state and federal banking regulations.
• Perform other duties and responsibilities as assigned.

Knowledge:      

• In-depth understanding of customer service practices, including handling inquiries, resolving complaints, and ensuring customer satisfaction.
• Proficiency in using digital communication platforms such as email, live chat, social media, and customer service software.
• Ability to analyze customer service metrics and data to identify trends, measure performance, and implement improvements.
• Comprehensive understanding of the company's products or services to provide accurate information and support to customers.
• Skills in mediating and resolving conflicts between customers and the company, ensuring a positive outcome.
• Knowledge of training techniques to mentor and develop digital customer service representatives, enhancing their skills and performance.
• Awareness of industry regulations and compliance requirements related to customer service and data privacy.

Skills:

• Projects a professional presence; proactively engages customers in complete conversations concerning their personal banking needs; listens actively to understand, explaining potential solutions and benefits.
• Excellent interpersonal, verbal and written communication skills.
• Extremely organized and detail oriented.
• Proficient in Microsoft Office Suite (Word, Excel, and Outlook).
• Confident and at ease in using social media, tablets, smart phones, online tools, and applications.
• Strong phone and verbal communication skills along with active listening
• Ability to multi-task, set priorities and manage time effectively.

Qualifications:

• Must have a minimum of a High School diploma, or equivalent.
• 2+ years’ experience consecutive customer service experience in financial services, or retail sales preferred - and/or equivalent work experience.
• Valid driver’s license and the ability to travel to bank locations as needed.
• Must have adequate in-home connectivity.

Work Environment:

This job operates in a professional office environment with the potential for remote work. This role routinely uses standard office equipment such as computers, phones, copiers, scanners, filing cabinets, and fax machines. The noise level in the work environment is usually moderate. Must have adequate in-home connectivity to work remote. Travel to branch locations as needed.

Physical Demands:

The physical demands described represent those an employee must meet to perform the essential functions of this job. While performing the duties of this job, the employee will regularly sit, stand, walk, talk, hear, bend, or kneel. Ability to see objects up close or at a distance, use peripheral vision, identify basic colors; Use of hands with ability to reach; ability to lift up to 20 pounds.

The First Bank of Alabama is inclusive and supportive of individual needs and provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

Management reserves the right to add to, change and revise this description at any time. The description does not include any marginal functions that are incidental to the essential functions of the position, nor does it imply these are the only tasks to be performed.