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Interactive Customer Service Center Representative

First National Bank Ames, IA

  • Posted: over a month ago
  • Full-Time
Job Description

Major Function:

Provides optimal customer service in a timely, accurate manner through various service delivery channels, including but not limited to: telephone, email, chat, secure messaging and video banking.

Essential Duties:

  • Answers inquiries regarding loan and deposit services and products; credit, debit, and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other requests concerning Bank products and services.
  • Provides a consistent outstanding customer experience, primarily handling customers' transactional needs (deposits, withdrawals, transfers, etc.) through video banking.
  • Processes requests for funds transfer, stop payment, check orders, change of address, research and discrepancies correction, statement reprint, change orders, and other requests from customers.
  • Maintains a working knowledge of electronic banking services and communicates the benefits to new and existing customers.
  • Adheres to and maintains a working knowledge of all operational, security, risk, and regulatory policies and procedures.
  • Seeks opportunities to attract, retain and expand customer relationships by actively educating customers on the benefits and features of new as well as existing products and services.
  • Takes every step possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department.
  • Performs all follow-up within the time frame committed to the customer.
  • Effectively uses computer systems for accessing customer account information, troubleshooting, gathering and tracking information and accurately recording transactions.
  • Balances "Virtual Vaults" within given timeframe while properly following operational policies and procedures.
  • Assists other employees, departments, and branches to promote teamwork and excellent communication.
  • Exemplifies the Bank's core values of Community-Focused, Innovative, Trustworthy, Responsive & Secure.
  • Promotes a positive bank image in the community.
  • Other duties as assigned.


Education & Experience

  • Previous banking experience preferred.
  • Phone customer service experience a plus.
  • Video Banking experience a plus.

Knowledge, Skills & Abilities

  • Strong computer literacy with knowledge of computer software (i.e. Microsoft Windows Operating System and Office applications).
  • Demonstrated history of providing exceptional customer service in a client-facing or call center environment.
  • Ability to work in a virtual environment with "on-screen" customer interaction.
  • Exceptional professional telephone etiquette, and strong written and verbal communication skills.
  • Excellent problem-solving skills.
  • High level of dependability.
  • Well organized, accurate and detail oriented.
  • Ability to work under pressure and multi-task.
  • Ability to work independently or in team environment.
  • Strong reading, writing, and basic mathematical skills.

Regular Hours: Vary between 7:30am - 5:30pm Monday - Friday and rotating Saturday mornings.

First National Bank

First National Bank's Logo


Ames, IA



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