Summary 

Provides excellent customer service and assistance to consumers, corporate clients and Firstnet employees. Responsible for planning, organizing, developing and controlling department activities to accomplish individual, team and company objectives. Ensures and assists Firstnet in the documentation, standardization and measurement of key business processes to promote a total quality management environment; allows for the continual improvement and efficiency of key departmental processes.  

Essential Function 

Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank’s policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.         

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

Works closely with Team Manager to identify, plan corrective action, and execute projects.

Tests projects and engages other department personnel in project based initiatives.

Identifies opportunities for new workflow automation to aid in the efficiency of the Firstnet Department.

Uses technology in a manner that assists the department in creating efficiencies and automations.

Fills in as a representative or specialist and/ CSR lead where teams may be short-staffed and provides assistance in the daily completion of work.

Works primarily with Microsoft Excel for creating, editing, sorting, and filtering data.

Assists managers in preparing for audit requests and the completion of responses from corrective actions in audit findings.

Prepares periodic and/or special reports as required or requested.

Provides assistance to account holders, finance companies by responding to inquiries by phone or mail, processing stop payments, distributing funds as requested.

Performs file maintenance as required through the Allotment, Firstnet Pay or EFT Processing System.

Balances transactions daily, biweekly and end of month as needed for the Allotment, EFT, and Firstnet Pay databases.

Completes monthly billing calculation and process for clients.

Reviews calls completed by the CSR team to ensure accurate customer service is being relayed.

Reviews call stats for the assistance with Supervisor coaching of CSR team.

Assists Managers with planning, organizing, developing and controlling department activities to accomplish individual, team and company objectives.

Other duties may be assigned from time to time.

Other Skills and Abilities                    

Able to multi-task and effectively function under stressful conditions.

Ability to work in team environment as well as independently. 

Strong time management skills.

Strong organizational and prioritizing skills.

Ability to be adaptable and flexible while handling workload pressure and deadlines.

Ability to handle a variety of projects simultaneously.

Must be a team player with a positive outlook.

Ability to interact effectively across all levels of the organization, including senior management.

Willingness to provide a level of service, which will clearly differentiate us from our competitors.

Willingness to respond to escalated issues.

Willingness to work additional hours if needed.

Ability to interact with outside customers when needed.

Ability to provide superior service to internal departments.

Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions-oriented manner.

Ability to be collaborative with co-workers and employees.

Physical Demands  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work Environment  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.