Customer Support Specialist

JOB SUMMARY

The Customer Support Specialist (CSS) is responsible for reaching and maintaining goals of optimum efficiency and providing exceptional customer service, all while adhering to Bank Policies and Procedures. The CSS will answer inbound telephone calls, offer on-line banking & bill pay product support, process online account applications, assist in fraud investigation, and handle email-based customer interactions. This position will also provide support to branch staff.

ESSENTIAL FUNCTIONS

1. Provide an exceptional customer service experience by serving customers over the phone, and by email.
2. Problem solve and retain and grow profitable business.
3. Assist in fraud investigations, including identification and research in all aspects, including transactional fraud subject to Regulation E.
4. Recognize a customer’s needs and offer a solution that best suits their individual requirements.
5. Assist in developing a personal relationship with digital bank customers by supporting the bank's online account opening module and customer onboarding program.
6. Maintain up-to-date knowledge on company products, customer service skills, telephone skills, effective listening skills, sales and computer skills, and problem-solving.
7. Learn and utilize online products offered by FNB.
8. Manage and adhere to all regulatory requirements regarding account opening and customer contact situations, including but not limited to the Bank Secrecy Act.
9. Process online account applications.
10. Perform other job-related duties or special projects as assigned.

REQUIREMENTS AND QUALIFICATIONS

1. Banking or call/customer center experience preferred. Customer Service Experience required.

2. Strong written and verbal communication skills, including the ability to proofread and make grammatical and spelling corrections.

3. Strong voice and ability to be easily understood over the telephone.

4. Ability to adapt to new rules and/or procedures.

5. Must be a team player.

6. Strong research and analytical skills are a plus.

7. Proficient in Microsoft Office Products, the internet and other bank software programs.

8. Bi-lingual preferred, but not required.

WORKING CONDITIONS

1. Hand dexterity is required to operate the computer terminal and/or related equipment.

2. Eye Coordination is required to operate a computer.

3. Drive to and attend meetings as required.

4. Move around the bank between levels or floors while performing duties.

5. Bending and stretching in the work area.

6. Sitting at a desk or computer workstation for extended periods.

7. Lift up to 15 pounds.

At FNB our goal is to be a diverse workforce that is representative of the communities that we serve. All aspects of employment including the decision to hire, promote, discipline or discharge, will be based on merit, qualifications, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We are a VEVRAA federal contractor.