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!

The Customer Experience Representative is responsible for providing assistance to existing and potential First American Bank customers through phone and chat queues. Assistance will include general banking and product information, online banking/bill pay systems and debit card inquiries in real time.

DUTIES & RESPONSIBILITIES:

Consistently provide courteous service and accurate information while keeping our customer information secure with proper verification of identity on all inbound and outbound chats/calls.

Actively participate in multiple chat and phone queues and communicate complex topics, both verbal and written, in a clear and concise manner.

Utilize virtual tools during customer interactions and internal meetings such as video chat, screenshare and presentation mode.

Navigate between multiple applications and utilize all available functionality to assist customers with basic general customer service, card services, online banking/bill pay and product/procedure inquiries.

Chat in real time with customers and potential customers about First American Bank products and services.

Complete daily tasks such as return mail, transactions resulting from customer calls, and various other projects as assigned.

Log cases in the Bank’s case management (CRM) system detailing conversations with customers and actions taken.

Complete call and chat self-evaluations to be used in coaching sessions with leadership team.

Participate in self development activities/training found in LinkedIn Learning and First American Bank University (FABU) training courses, self-call and chat evaluations to continually enhance customer service skills and job knowledge.

Flexible work from home option available once all eligibility requirements are met and training is complete.

Perform other duties and tasks as assigned.

QUALIFICATIONS:

High school diploma or equivalent required, Bachelor’s degree preferred.

Minimum of 1 year in banking or banking-related customer service experience required.

Strong time management, problem-solving skills and organizational skills are required.

Must have the ability to handle multiple tasks, work well under pressure, and demonstrate strong attention to detail.

Written communication must be clear and concise with minimal errors and revisions.

Excellent writing skills with the ability to chat in real time with customers and potential customers about First American Bank products and services.

Verbal communication must be professional and effective. Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively.

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.

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 preferred – Spanish.

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.

Ability to navigate between systems to assist customers with basic general customer service, card services and online banking/bill pay inquiries.

Efficient and accurate typing skills.

Must have technical aptitude in assisting customers with navigating through and troubleshooting various online systems.

Flexibility to travel to attend training at our training center in Addison, Melrose Park and branch locations is required.

Typical hours rotate shifts between the hours of 8:00am – 7:00pm, Monday – Friday.

Occasional Saturdays may be required as workload dictates.