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Job Description CALL CENTER REPRESENTATIVE - ONSITE - MIRAMAR, FLORIDA First State Bank of the Florida Keys is a customer-focused bank with a long history of serving, reaching out, and connecting with the community. Founded in 1955 with a single branch in Key West, the Bank has grown and changed, as has the surrounding community, but our core values remain the same. First State Bank of the Florida Keys recognizes that what sets us apart are our people. Here's why you should join First State Bank: • Competitive Salary and Hourly Pay Rates, • Medical, Dental, Vision, Life, Long-Term Disability plans available, • 401K Retirement Program with employer matching, • Paid Time Off plus Federal Bank Holidays, • Profit Sharing Program, • Tuition Reimbursement Position Summary: The CSR Digital Banking Representative answers the Bank's main switchboard line; and handles customer questions, complaints, and account inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Routine tasks must be completed timely to ensure continuous flow throughout the organization; therefore, the representative must possess the ability to multi-task, work independently, maintain focus, and pay strong attention to detail. To ensure this process flow is consistent, cross training within the Digital Banking Department is essential. Position Responsibilities: • Administer daily data processing functions, including new enrollments, electronic file transfers, wire transfers, stop payments, ACH, bill pay drafts, and other related activities, including troubleshooting and technical support., • Administer requests for additions, changes, research, and assistance related to Digital Banking transactions and services, automated voice response system, core banking system, and any other products or services managed by the Digital Banking Department., • Answer customer/client requests or inquiries concerning services, products, fees, claims, and reports problem areas., • Organize and respond to action items and customer communications generated online, as well as customer service and interdepartmental email; prepare customer and interdepartmental communication as needed., • Perform general office duties including filing, preparing mailings, and data entry., • Provide back-up support to all other unit functions and assist with any related task as requested, needed, or assigned by the specialist/manager., • Responsible for improving customer retention through cross-selling of programs and services available to the customer., • Strong understanding of the concepts of audit trails and separation of duties., • Standard office skills such as: typing with accuracy and reasonable speed, business software applications, including Microsoft Windows, Teams, Outlook, Word and Excel; Fax; Scanner; Photocopier; etc., • Sound computer/technical skills including basic troubleshooting; understanding of batch processing; transaction flow in a banking environment; or call center/help desk environment a plus, • Appetite for continuous learning; resiliency and an affinity for change, • Performs other related duties and responsibilities as assigned, • Responsibilities also include other duties as assigned by the supervisor/manager Competencies: • Flexible and highly motivated team member, • Work under pressure in a fast-paced work environment, • Good communication skills to provide excellent service to our valued customers, • Bi-lingual is preferred Required Education & Experience: • High School Diploma, GED or equivalent, • One-Two year' customer service experience in a Bank or Credit Union, • 1-year Customer Service, • Excellent Verbal and Written Communication with Customers Essential Job Functions: Essential job functions include the employee occupying this position will frequently be required to perform problem resolution; communicate with both internal and external customers and create written documentation. The employee must be able to remain in a stationary position 60 percent of the time; frequently operate a telephone, computer, printer, copier and fax machine; and occasionally move about inside the office to access file cabinets, office machinery, etc. First State Bank of the Florida Keys is an equal opportunity employer which provides equal employment opportunities to all qualified individuals without regard to race, color, religion, gender, age, national origin, citizenship, disability, sexual orientation, marital status or any other basis protected by federal, state or local laws. EOE M/F/V/D Job Posted by ApplicantPro