Client First Center Virtual Advocate (Conversion)
First Financial Bank

Job Info

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We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written!

If you are interested and qualified for this role, we invite you to apply.

Client First Center employees are responsible for engaging with customers through a variety of service channels, which may include incoming phone calls, email, social media and/or online chat. Client First Center employees are to represent First Financial Bank well by presenting a positive, professional image while meeting or exceeding customer expectations.

Essential Functions/Responsibilities

• Answer customer inquiries relating to bank products and services. Inquires may be received via telephone calls delivered through call routing technology or through digital channels such as email, social media and online chat.
• Recognize sales opportunities and refer clients to sales associates
• Remain current on products, services, policies and procedures
• Resolve customer inquiries or issues with respect to any loan product offered by First Financial Bank
• Resolve customer issues through account research and utilization of support materials and resources
• Perform customer account transaction and maintenance activities accurately
• Strive for first contact resolution of customer inquiries, transactions and problem resolution
• Escalate customer requests requiring additional knowledge or expertise as defined by department leadership

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job

• High school diploma or general education degree (GED)
• Demonstrated ability in providing excellent customer service
• Remote Work Employee Requirements:
• Meet minimum performance standards, and complete work assignments.
• Maintain availability during normal/designated business hours
• Live within ≤ 60 miles from Pictoria, Greensburg or Columbus (IN) locations, and should not move without prior notice to Bank
• Remote work environment meets specified requirements:
• Separate work environment within home
• Work area free of external distractions or interruptions, and must have safe working conditions as well
• Dependent care provided during work hours (remote work is not a replacement for child or elder care)
• High speed home internet service performs at acceptable levels
• Ability to connect to wired ethernet cable
• Willing/able to report to office for:
• New hire or other on-site training requirements
• Technology or other home remote outages
• Supervisor requested team or individual onsite meetings
• Minimum 90 days in office if placed on written warning or greater until performance improvements are sustained. In cases of discipline, an associate may be required to begin/return to working from their on-site designated location to retain their employment.
• Contingent employees will be required to work on-site at an FFB office location
• Option available for a modified hybrid work model (e.g. 4:1, 3:2, 2:3, 1:4)
• Adherence to the Bank's data privacy, security, and confidentiality policies.
• Full complement of equipment will be provided for primary work location (home or work); must ensure safety, proper care and return of company provided equipment
• Remote work employees will have access to a hotel desk to plug in with their assigned laptop when working from FFB office
• Supervisors, managers and contact center support remote work options will be evaluated on a case-by-case basis
• The Bank reserves the right to amend or cease a remote work arrangement and/or amend or cease its remote work program

Preferred Knowledge and Skills

Level of Complexity and Scope

• Entry level position within the Client First Center of First Financial Bank

Degree of Independence and Decision-Making

• Resolve customer issues through account research and utilization of support materials and resources

Required Supervisory Responsibilities

• N/A

Physical Requirements

Compliance Statement

The associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.

Development and Training

It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.

We are an E-Verify Employer.

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