Call Center CSR III - Customer Service Specialist

First Financial Bank is looking for talented individuals who seek the challenge of providing first-class service to customers and prospective customers of an award-winning financial institution.

Customer Service Specialist (on‑site in Abilene, Texas)

Abilene, Texas, United States

• $19.00 per hour – Non‑Bilingual
• $20.00 per hour – Bilingual (English & Spanish)

• Full‑time, on‑site in Operations Center
• No remote/hybrid option
• Saturday hours and holiday hours may be required based on schedule
• Flexible and extended hours per business needs

• Support all products and services in retail and commercial lines via inbound and outbound calls covering:
  • Bank operations
  • Bank regulations
  • Transaction processing
  • Electronic services
  • Marketing
  • Promotional activities
  • Online and mobile banking issues
  • Other inquiries as required by business objectives
• Handle 100–200 calls daily; respond to all customer inquiries
• Provide excellent customer service through active listening and proactive problem solving
• Build and advance customer relationships to meet and exceed service goals
• Work with confidential customer information with sensitivity
• Communicate appropriately with customers
• Resolve issues on first call when possible
• Remain on phone approximately 90% of scheduled time and adhere to pre‑defined activity schedules
• Identify customer needs and suggest appropriate products and services
• Utilize technology to support and troubleshoot online services, gather information, and track interactions
• Participate in the Customer Service First sales & service culture, supporting organizational values and bank policies

• Promptly answer incoming calls, greet customers courtesy, accurately identify customer needs, and transfer calls accurately
• Use bank phone equipment and multiple systems simultaneously
• Actively participate in sales and service culture, supporting values and following bank policies

• Two years of consistent customer service experience, preferably in financial services
• Six months of call center experience desirable
• High School diploma or GED
• Excellent written and verbal communication, customer service skills
• Proficiency with Windows applications, internet browsers, mobile devices, and basic computer hardware
• Ability to meet training standards and availability to work various shifts including evenings and weekends

First Financial Bank is an Equal Opportunity Employer and protects veterans and individuals with disabilities. Employees who have access to compensation information may not disclose pay without a formal exception.