Customer Support Specialist

Description

Who We Are: 

FFB, a dynamic and acclaimed single-branch bank born in the heart of Fresno, CA in 2005, is on a mission to redefine the banking experience. Our commitment to delivering top-notch banking services has propelled us to the forefront of the industry, earning us accolades and recognition. At FFB, we recognize the uniqueness of each individual who walks through our doors, and our dedicated team strives to craft personalized banking solutions that cater to their distinct needs.

What sets FFB apart is not just our Fresno roots but the diverse talents that make up our team, hailing from every corner of the country. We firmly believe that our people are our greatest strength, and we're constantly on the lookout for ambitious and passionate individuals who align with FFB's vision, regardless of their location.

If you're ready to be part of a winning team and contribute to our ongoing success story, we invite you to apply and join the FFB family!

Recent Achievements Speak Louder Than Words:

• 2024 - American Banker - #1 Top Performing Publicly Traded Bank with under $2b in assets 
• 2023 - American Banker - "Top 5" Community Bank in the Country #4 
• 2023 - OTCQX - Best 50 Companies #3 
• 2023 - 5-star Rating Bauer Financial 

What You Should Expect While Working at FFB:

• Company ownership through our Employee Stock Ownership Program (ESOP)
• A friendly, close-Knit work culture that encourages growth 
• Opportunities to Participate in Community Networking Events 
• Benefits Package

o Medical/Dental/Vision

o Life Insurance

o Paid Vacation

o 401(k) Retirement Plan

o Training & Development

o Tuition Reimbursement

o Employee Assistance Program

o Internal Job Posting & Referral Program

Ideal Candidate: 

FFB prides itself on its core values of Teamwork, Relationship, Authenticity, and Commitment (TRAC). We expect that our team members will reflect these values in the workplace in various ways: 

• Teamwork – We collaborate, hold each other accountable, and win together. 
• Relationship – We are trustworthy, transparent, and respectful. 
• Authentic – We are humble, vulnerable, and we speak up. 
• Commitment – We are owners...Be hungry, responsive, and have a sense of urgency.

About the Position:

The position of Customer Support Specialist is responsible for supporting the branch operational and customer support activities in a central Customer Service Team. Opens all new accounts for RM’s and BDO’s; assists customers over the phone with their banking needs; recommends appropriate Bank products and services, performs branch clerical duties; maintains expert knowledge of bank products and services; positively represents the Bank by maintaining good customer relations and referring customers to appropriate staff for new services. 

Essential Duties:

• Strives to achieve the first call, one call resolution. 
• Provides effective customer service by answering phone calls within 2 rings, providing accurate, satisfactory answers and solutions to customer requests, inquiries, or concerns. 
• De-escalates and /or escalates situations involving dissatisfied customers, offering patient assistance and support. 
• Builds and maintains positive relationships and engages customers by going above and beyond. 
• Works support tickets in an urgent and accurate manner. 
• Assists customers in their selection of various accounts, products, and financial services available from the Bank; ensures cross-sell opportunities are presented by applying professional sales techniques. 
• Interviews customers to obtain information; establishes proper identification of new customers; determines need and extent of reference investigation; assists customers in completing credit applications. 
• Operates computer terminal or personal computer to process account activity; determine balances and resolve problems within given authority. 
• May represent the Bank in various community, civic, and community reinvestment functions to further enhance the Bank’s image and develop additional business. 
• Provides effective customer service by answering customer questions; investigates and corrects errors; and resolves problems or other issues. 
• Issues official checks. 
• Assists with wire transfers, address changes, check and deposit slip orders, and endorsement stamp orders. 
• Gathers data and process various reports and callbacks. 
• Trains and mentors less experienced customer support personn