Primary Contact Center Representative (Call Center)

Reference #: 2024-02022
Primary Office Location:503 Martindale Street 4th Floor. Pittsburgh, Pennsylvania. 15212.

Join our team. Make a difference – for us and for your future.

Position Title:  Primary Contact Center Representative
Business Unit: Retail Operations
Reports to: Contact Center Supervisor

Position Overview:
This position is responsible for handling a high volume of inbound and or outbound calls. Identify our customers needs, provide product/service information, and to resolve any questions and or concerns they may have. The candidate should be familiar with various banking concepts, products, services, and have the ability to perform various customer service tasks. The candidate should have an outgoing, upbeat, and friendly demeanor.A positive work ethic and must work well in a team environment.

Primary Responsibilities:
Responds to a high volume of incoming telephone calls related to customer service requests and general inquiries. Resolves customer issues and promotes products and services by identifying the customers needs, determining the best solution, and communicating the resolution to the customer while meeting all key performance metrics.

Performs various tasks to include refund requests, dispute handling, payoff quotes, address complaints, update account changes, process stop payments, submit credit card limit increase inquiries.

Provide basic trouble shooting support for online banking products and services such as password resets, mobile banking, and bill payments.

Support branch operations and act as a liaison between the branch and customer through engagement and ownership of the service request. Act as the “voice of the customer” by submitting feedback.

Builds sustainable relationships by displaying a friendly demeanor, superior customer service, empathy and the desire to help, while providing exceptional customer service.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporations risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines.Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:
High School or GED

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:
1

Skills Required to Perform the Primary Responsibilities of this Position:
Excellent communication skills, both written and verbal
Excellent customer service skills
Detail-oriented
Ability to work and multi-task in a fast paced environment
Ability to use general office equipment
Ability to use a personal computer and job-related software
MS Word – Basic Level
MS Excel – Basic Level
Strong problem solving ability
Patience when dealing with difficult situations.

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:
N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:
Ability to work some holidays and weekends.
Ability to sit for extended periods of time
Equal Employment Opportunity (EEO):
It is the policy of FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment free workplace.

It is the policy of F.N.B. Corporation and its affiliates not to discriminate against any employee or applicant for employment because of his or her race, color, r ligion, sex, sexual orientation, gender identity, national origin, or because he or she is an individual with a disability or disabled veteran, Armed Forces service metal veteran, recently separated veteran, or active duty wartime or campaign badge veteran. F.N.B. Corporation and its affiliates provide all applicants and employees a discrimination and harassment free workplace.  Please Visit following page for important legal disclosures and information: https://www.fnb-online.com/disclosures