Bilingual (Spanish) - Customer Service Representative - Data Ops

Classification:     Non-Exempt/Hourly            

Job Type:             Full-Time

Location:             Swansea Data Operations; 2610 N. Illinois St., Swansea, IL 62226

Reports To:         Assistant Vice President of Computer Operations

ABOUT US:

FCB Banks has been family owned and managed for more than three generations.  Our original banks opened in New Baden and Albers in 1901 and customers quickly associated FCB with quality service, competitive rates, and personal customer care.  These qualities became the pillars of our business when First Collinsville Bank opened in 1990 and we began expanding throughout the area.  We streamlined and simplified banking operations and officially changed our name to FCB Banks in 2017.  Today we have seventeen locations in sixteen wonderful towns serving customers in Illinois and Missouri.  We pride ourselves on being locally owned and operated as well as a valued part of the community.  Since 1901 our goal at FCB Banks has always been to provide exceptional service to our valued customers. 

JOB SUMMARY:

A Customer Service Representative handles customer service inquiries by telephone, e-mail and US mail to ensure quality customer service and production standards are met.  They utilize technical skills and general knowledge of product requirements, benefits, features policies and procedures to resolve customer inquiries. They engage in proactive problem solving and resolution in regards to all online transactions including online banking, mobile banking and bill pay products and utilize knowledge based on experience to research possible fraud and system issues related to all customer transactions. A successful Customer Service Representative uses tact and experience-based knowledge to resolve customer complaints and explains specific policies and procedures related to customer transactions and bank products and services.

ESSENTIAL JOB DUTIES:
 

• Handles customer inquiries via telephone, e-mail and US mail:  Answers questions about accounts, products, services and bank policies.
• Authenticates callers:  Ensures customers and the bank are protected from fraud attempts and takes additional steps to mitigate risk.
• Resolves issues:  Researches and resolves customer service issues, and refers customer to the right individual or department for help.
• Promotes products:  Informs customers about services and products that can benefit them.
• Maintains compliance:  Complies with banking regulations, including bank secrecy, anti-money laundering laws, Reg CC, Reg D, Reg E, and more.
• Educates customers:  Explains bank policies, procedures, products and services in a way the listener can understand.
• Assists bank employees and management with inquiries regarding electronic banking services, online bill payment, debit cards, debit card fraudulent transactions and more.
• Provides excellent, prompt, efficient, customer service to banking customers by performing duties such as resetting passwords, customer training and customer correspondence.
• Trains and supports all electronic banking products and services.  Identifies compatibility of customer operating systems and internet browsers with requirements adequate for online banking product to support customer usage.
• Utilizes various internal and external applications, including Premier Navigator, Director, Client Central, and other systems to support inquiries related to accounts, debit cards or online banking access.
• Acts as support for debit card disputes, inquiries regarding transactions, limit increases, stop payment requests and potential