Call Center Representative

About The Role

Come join our Customer Experience team as a Call Center Representative! This is a Full-Time position that provides excellent customer service in person, over the phone, online, or through other delivery channels as they assist with customers' banking needs. Team members also provide exceptional customer service to FCBU employees and perform a variety of back-office functions. This position is located in-person at the FCBU Main Branch in Layton, Utah.

• Answer calls in the division call center environment in a timely and professional manner.
• Assist customers in person and on phone to provide back-office support for a variety of applications and services, including: account maintenance & inquiries, debit card and credit card support, wire transfers, stop payments, check reorders, research, and daily branch mail.
• Responsible for being vigilant and watching for fraud that could adversely affect the bank and bank customers. Help with fraud prevention calls to customers as transactions are determined to be suspect.
• Respond to customer messages within the online banking application.
• Assist customers logging in to online banking and mobile app by unlocking/resetting passwords and helping with the multifactor authentication setup.
• Send out and log external transfer requests for approval from branches.

• Regular and predictable attendance in order to accomplish, among other things, in-person contact with customers.
• Represent FCBU in a professional manner which includes a professional image, confidentiality, a positive “can‑do” attitude, punctuality, flexibility, and adaptability in meeting bank and customer needs. Keep work area tidy and maintain customer privacy.
• Responsible for timely completion of all required compliance and security training implemented by GBCI and FCBU.
• Must comply with applicable laws and regulations, including but not limited to: the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Adhere and support the FCBU Values & Purpose.
• Keeps management appropriately informed of area activities and of any significant problems.
• Provide superior internal and external customer service: must demonstrate self‑governance, courtesy and respect toward external customers as well as internal customers (all organization personnel).
• Professionally answer phones within a timely manner, greeting all customers, learning their names, discussing reasonable solutions by having a solid understanding of bank products and services, demonstrating leadership to resolve customer issues and provide relevant assistance while being courteous and respectful.
• Attend and participate in weekly or bi‑weekly One‑On‑Ones, as well as meetings and trainings as required. Promote behaviors to support and track Key Performance Indicators.
• Additional duties as requested or assigned.

• One or more years in a customer service or call center related position is required.
• A high school degree or GED is required.
• Banking experience is preferred.
• Spanish speaking is preferred.

First Community Bank of Utah will conduct a credit and background screening as a part of the pre‑hire process.

• Full Time:
  Monday – Friday, 8:00 am – 5:00 pm.

• A significant level of trust and diplomacy is required to be an effective subject‑matter expert in the position. In‑depth dialogues, conversations and explanations with customers can be of a sensitive and/or highly confidential nature and are a normal part of the day‑to‑day experience.
• Proficient knowledge of computer applications, including Microsoft Outlook, Word, and Excel.
• Customer satisfaction – courtesy, tact and diplomacy are essential elements of the job.
• Communications can involve educating, motivating, influencing, and/or advising others on matters of significance.
• Able to work under pressure, meet deadlines and work independently with little supervision.
• Excellent communication and time‑management skills.
• Well organized, with a strong attention to detail.

• In‑branch, desk job in a group environment.

The physical demands described here are…