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Jenks, OK - Attention banking professionals...Gateway First Bank is currently searching for a Banking Customer Service Specialists within our servicing call center that will work voice, email and secure messaging CSR. 80% inbound interactions with some outbound welcome calls. Excellent call center hours, Mon – Fri, 8-5. Candidates must have at least two years of banking exp. Our customer service philosophy is simple: putting people first by exhibiting timeliness, transparency, and authenticity. When you join the Gateway team not only do you work with the best in the business but also gain excellent life changing benefits that include tuition reimbursement, three weeks of PTO and parental leave!

Banking Customer Service Specialist I JOB SUMMARY:

The Banking Customer Service Specialist I is the primary point of contact for consumer banking customers. The role is responsible for identifying customer service issues and resolving them, providing operational feedback to identify root causes of the problems/issues, eliminate the need for call escalations, and retaining and expanding customer relationships through telephone in the contact center.

Banking Customer Service Specialist I ESSENTIAL FUNCTIONS (RESPONSIBILITIES):

• Resolves problems and responds to customer via telephone.

• Resolves customer issues including but not limited to reconstruction of errant account transactions, account balance discrepancies, multiple account linkages/combined statements, unauthorized transaction claims, card disputes, loan payment discrepancies etc.

• Provides requested information as needed such as interest rates, product and service fee, and branch specific information.

• Applies and leverages technology systems to consistently follow up and document problem resolutions.

• Maintains customer records and updates customer account information.

• Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.

• Performs related responsibilities as required or assigned.

Banking Customer Service Specialist I REQUIRED QUALIFICATIONS:

Knowledge/Skills/Abilities

• Basic knowledge of bank products, pricing structures and services.

• Basic knowledge of bank operations.

• Proficient math skills.

• Excellent problem-solving and conflict resolution skills.

• Excellent communication skills.

• Proficient in MS Office applications.

• Ability to work in a contact center environment.

• Exemplifies the Gateway Values: Stay Growth Oriented, Make a Difference, “Get it Done” Attitude, Be a Team Player, Do the Right Thing.

Equivalent Education/Experience

• High School Diploma required.

• 0-2 years of banking experience or financial services contact center experience.

Banking Customer Service Specialist I SPECIAL JOB DIMENSIONS:

Must maintain high level of control and professionalism while objectively dealing with customers' requests.

NOTE: The essential job functions and associated qualifications contained in this document describe the general nature and level of the work performed. They are not intended to represent an exhaustive listing or be inclusive of all aspects of the job. The tasks and procedures involved in the performance of the essential job functions may vary from day-to-day. Major changes in areas of responsibility may occur, as directed by management, and will require revision of this job description.

Gateway First Bank is a leading financial institution that provides banking and mortgage services for consumers and commercial customers. Headquartered in Jenks, Oklahoma, Gateway is a $1.9 billion asset sized bank with a significant mortgage operation. Gateway is one of the largest banking operations in Oklahoma and mortgage operations in the United States with eight bank branches in Oklahoma, over 60 mortgage centers in 35 states, and over 600 employees.