First American Bank Treasury Management Support Representative in Elk Grove Village, Illinois
First American Bank is a family owned, full-service bank with over 50 locations in Illinois, Florida, and Wisconsin. Our mission is simple: to offer competitive banking products with the personal attention and service customers deserve. First American Bank can offer employees a level of visibility and stability that is difficult to find in many larger corporations. We are looking for people who want a career - not just a job!
This hourly (non-exempt) position is responsible for providing service support for our VIP clientele, Commercial Department, and Treasury Management product line, which includes Ca$hTrac (commercial online banking), Remote Deposit Capture, Lockbox, etc. The individual will participate in multiple phone queues and will be responsible for assisting customers through inbound and outbound calls while navigating and troubleshooting various online systems.
DUTIES & RESPONSIBILITIES:
Consistently provide a high level of professional and courteous service on all inbound and outbound calls in a call center type environment. Actively participate in multiple phone queues and communicate complex topics in a clear and concise manner.
Complete daily tasks as well as transactions related to inquiries and requests such as correcting account posting errors, stop payments, funds transfers, and verification of deposits.
Complete activities as assigned, including but not limited to creating account documents, completing set ups and maintenance for online systems utilized by commercial customers, and maintaining customer accounts and profiles in various systems.
Understand system functionality and ensure that transactions are entered appropriately and accurately.
Ensure that all necessary documentation is completed and received for all transactions.
Maintain good customer relations with both internal and external customers via phone and email through providing product and service information, assisting with navigation and troubleshooting within various online systems, and resolving customer issues.
Log cases in database detailing conversations with customers and actions taken within various online systems.
Participate in self-development activities and First American Bank University (FABU) training courses to continually enhance customer service skills and job knowledge. Complete all required compliance regulations.
Conduct and complete additional assignments/projects as designated by management.
Bachelor’s degree preferred.
Minimum of 3 years in banking or banking-related customer service experience. Call center experience is preferred.
Demonstrated time management skills, professional presentation, organizational skills, and timely follow up.
Must have the ability to handle multiple tasks, strong attention to detail, and work well under pressure.
Possess the ability to use logic and deductive reasoning to complete research.
Demonstrated ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.
Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to effectively tailor the message appropriately to the audience and situation.
Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.
Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.
Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks
Bilingual in Spanish or French preferred.
Proficiency with Microsoft O365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.
Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
Must have technical aptitude in assisting customers with navigating through and troubleshooting various online systems.
Occasional travel to other First American Bank locations, Bank functions and training facilities may be required.
Typically a 40 hour work week during normal business hours Monday-Friday (8:30AM to 5:00PM).
Saturdays may be required.
Job Posting Location: Elk Grove Village, IL - 700 Busse Rd
Date Requisition Posted: 4/23/2021