Contact Center Rep

Founded in 1963, FirstBank maintains more than $20 billion in assets and operates over 100 branch locations across Colorado, Arizona and California. Its growth can be attributed to one simple philosophy: do right by customers, communities and employees, which is at the center of the company’s “banking for good” mantra. FirstBank believes that diversity, equity, and inclusion are part of everything we do, both within and outside our company, and prides itself in hiring and training a diverse and talented group. We strive to not only maintain a diverse workforce, but also ensure our employee experience garners a sense of belonging, is inclusive and equitable. FirstBank believes that a company is nothing without the people that comprise it, and prides itself in hiring and training a diverse and talented group. By joining the FirstBank team you will experience its great team culture with ample opportunity for growth. There’s an opportunity for everyone with positions all across the company, from Teller and Call Center to Technology and Lending. Apply today to learn more and join the team!

A Brief Overview

The Contact Center Representative works in a fast-paced call center atmosphere focusing on either general customer service or online banking support. The Representative assists customers in an efficient, friendly and professional manner with a variety of banking questions over the telephone. This position develops and maintains a general working knowledge of all FirstBank products and services offered to assist customers with general troubleshooting and inquires.

What you will do

• Assist customers with general banking or FirstBank product and service questions over the phone
• Develop and maintain a general working knowledge of all bank products and services
• Research customer issues and concerns across various products and services to pinpoint logical resolutions
• Achieve a general understanding of fraud trends occurring to identify possible fraud attempts
• Meet individual and department service level objectives
• Assist customers with general troubleshooting for FirstBank products and services
• Navigate seamlessly between multiple FirstBank programs and systems while aiding customers
• Collaborate with other FBSS departments and branch operations in order to properly assist customers
• Perform other job duties and projects as assigned
• Understand and comply with all provisions of the Safety in the Workplace policy

Minimum Requirements

• Entry-level job with little or no prior relevant work experience in the function

Preferred Requirements

• Previous customer service experience.
• Working knowledge of call center environment.

Knowledge, Skills, and Abilities

• General knowledge of all …