Customer Care Specialist
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Customer Care Representative
Location 19044, Horsham, Pennsylvania, United States
Visa Sponsorship No

Job Description

Last Update: 1/11/24

To cultivate prosperity for our current and future customers by providing prudent financial solutions and a commitment to exceptional service; to ensure resolution is achieved during the initial contact whenever possible; to possess expansive knowledge of products and services; to ultimately exceed customer expectations.

Must be willing to work some Saturdays

Generally speaking hours worked would not exceed 40 hours.

Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.


Assists in the development of new business for Firstrust. Is alert to expressed customer/prospect needs to suggest appropriate services. Actively sells and promotes products to potential and existing customers.

Knowledge of all Firstrust deposit, and loan products to service inbound customer telephone/email inquiries.

Independently assists customers by telephone, email, and written correspondence with inquiries, disputes, and/or complaints. Answers between 60 and 100 inbound telephone calls daily.

Maintain handle time requirements between 3 and 5 minute average while ensuring First Call Resolution. Responsible for a team quality goal of 80%.

Retail Online Banking technical support:

Research, Verify and approve electronic applications
Handle all Bill Pay questions to enhance customer/vendor experience
Support Funds Transfer/ Pop Money external services
Knowledgeable of Online Electronic Account Opening customer experience
eStatement management
SMS Text Banking
Provide technical assistance and problem solving for Mobile Banking, iPad, iPhone, and Android Apps.

Complete data integrity tasks to ensure customer privacy and system security is held to the highest standard. Complete manual system scrubs of inactive customer data for eStatement, Online Banking, and Bill Pay systems.

Handle outbound mortgage welcome calls and ATM Debit card compromise calls in effort to increase customer awareness and provide a positive personal service experience.

Provide support for ATM/Visa Debit card programs, including but not limited to facilitate card reordering, restrictions, and limit increases. Reg E investigation and documentation. Card Fraud center follow-up and reporting.

Prepare consumer loan pay off figures as required.

Responsible for level I technical support of Small Business products and services. Problem solving skills required to support general Ready Deposit, Positive Pay, and Online Banking navigational questions and provide log in guidance.

Perform manual wire input. Knowledge of domestic and international wire process required. Payplus and Travelex platform knowledge helpful.

Analyze customer relationships to identify the opportunity to cross sell Firstrust Products and Services.

This position will be expected to recognize customer needs, offer additional products and services, and attempt to close the sale. Meeting referral goals will be expected.

Facilitate corrections / changes of customers personal CIF information; maintain proper data fields within host system according to guidelines set by the department head.

Perform other duties as assigned.
Essential Functions:

Must be performed with or without reasonable accommodations include physical requirements.

While performing the essential functions of this position, the employee is regularly required to type using a computer, tablet, smartphone, or other device. The employee may be subject to repetitive motion of the wrists, hands and fingers. Will be expressing, receiving, and exchanging ideas via a multi-phone system. The employee must be able to prepare, analyze figures and operate a computer terminal.
Knowledge - Skills & Abilities:

Completion of 2 years of college or equivalent work experience preferred
1 year of Customer Service experience. Preferably in a Banking or Call Center environment
Experience with Microsoft Office applications (Outlook, Word, Excel, Access, and PowerPoint)
Excellent Organizational / Time Management skills.
Resourceful. Ability to follow procedures and handle multiple priorities independently; ability to analyze data to solve problems.
Communicates clearly and professionally. Strong interpersonal skills are required.

Demonstrates friendly, positive attitude
Ability to multi-task with a high degree of versatility and flexibility
Knowledge of FSB, Mercury, Synergy, Evision and PayPlus helpful.