First National Bank of Fort Smith
 
Position Title

Customer Contact Agent I

Job Description

Department: Call Center
Job Status: Full Time
FLSA Status: Non-Exempt
Reports To: DiAnn Hulsey
Amount of Travel Required: No travel required
Positions Supervised: None
Work Schedule:
Monday - Friday 9:00 a.m. to 6:00 p.m.
One week per month 10:00 a.m. – 7:00 p.m.
Every 3rd Saturday. Schedule subject to change.


POSITION SUMMARY
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints in a positive and friendly manner.

ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
• Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Determine charges for services requested, collect deposits or payments, or arrange for billing, statement request, or research request.
• Refer unresolved customer grievances to designated departments for further investigation.
• Contact customers to respond to inquiries or to notify them of fee investigation results and any planned adjustments.
• Resolve customers' service or billing complaints by performing activities such as refunding fees, and getting correct account codes.
• Solicit sale of new or additional services or products
• Greet persons calling, determine nature and purpose of call, and direct to specific departments.
• Hear and resolve complaints from customers.
• File and maintain records.
• Transmit information or documents to customers, using computer, mail, or facsimile machine.
• Provide information about establishment such as location of departments or offices, employees within the organization, or services provided.

POSITION QUALIFICATIONS
Competency Statement(s)
• Accuracy - Ability to perform work accurately and thoroughly.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Conflict Resolution - Ability to deal with others in an antagonistic situation.
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Decision Making - Ability to make critical decisions while following company procedures.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Research Skills - Ability to design and conduct a systematic, objective, and critical investigation.
• Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.
• Demonstrates a team player mentality.


SKILLS & ABILITIES
Education : High School Graduate or General Education Degree (GED)

Experience : Six months to one year customer service experience
Computer Skills: Knowledge of Microsoft Word, Email, Internet & PC Skills.

Certificates & Licenses: N/A

Other Requirements:
-Good vocabulary skills & willing to converse constantly
-Banking experience preferred
-Bilingual preferred

PHYSICAL DEMANDS
Physical Demands Lift/Carry
Stand N (Not Applicable)
Walk N (Not Applicable)
Sit C (Constantly)
Handling / Fingering C (Constantly)
Reach Outward N (Not Applicable)
Reach Above Shoulder N (Not Applicable)
Climb N (Not Applicable)
Crawl N (Not Applicable)
Squat or Kneel N (Not Applicable)
Bend N (Not Applicable)
10 lbs or less N (Not Applicable)
11-20 lbs N (Not Applicable)
21-50 lbs N (Not Applicable)
51-100 lbs N (Not Applicable)
Over 100 lbs N (Not Applicable)

Push/Pull
12 lbs or less N (Not Applicable)
13-25 lbs N (Not Applicable)
26-40 lbs N (Not Applicable)
41-100 lbs N (Not Applicable)


N (Not Applicable) Activity is not applicable to this occupation.
O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Basic Qualifications

High School Graduate or General Education Degree (GED);
At least six (6) months customer service or banking related;
Knowledge of Microsoft Word, Outlook and the Internet preferred;

 
 
   
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