Bilingual Call Center CSR III- Customer Service Specialist

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We're always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you're challenged, valued, and empowered every day. We strive to be the best destination for the industry's top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.

Office Location: Abilene, Texas, United States

Starting Pay Rate: $18.00 per hour

This is not a remote/hybrid position.

The incumbent will be required to work on-site, in our Operations Center located in Abilene, Texas.

Saturday hours and holiday hours may be a requirement based on your designated schedule.

Incumbent must be able to work flexible hours and/or extended hours as business requires.

First Financial Bank is looking for talented individuals who seek the challenge of providing first-class service to customers and prospective customers of an award-winning financial institution. First Financial Bankshares has been named among the nation's top performing banks in the one to five-billion-dollar category each of the last five years. We want people who find satisfaction in succeeding and growing alongside our leading community financial institution.

At First Financial, we offer the opportunity for you to grow as a Bilingual Customer Service Specialist. You will be the eyes and ears for our team, fielding customer inquiries and finding innovative ways to respond. Every interaction is an opportunity for you to use your problem-solving and relationship-building skills to answer customer questions. Working in a collaborative and engaging environment, you will have the chance to interact with people from all walks of life. We also offer the satisfaction of helping others, a productive team-based environment, supportive management, and casual business attire.

• Support all products and services in our retail and commercial lines of business via inbound and outbound customer service calls concerning:
  • Bank operations
  • Bank Regulations
  • Transaction processing
  • Electronic services
  • Marketing
  • Promotional activities
  • Online banking and mobile banking issues
  • Other inquiries as required by business objectives
    • Handle and carefully respond to all customer inquiries, averaging 100-200 calls daily.
    • Provide excellent customer service through active listening.
    • Meet and exceed service goals, building and advancing customer relationships.
    • Work with confidential customer information sensitively.
    • Communicate appropriately with customers.
    • Aim to resolve issues on the first call by being proactive in your customer service approach.
    • This position requires being on the phone approximately 90% of scheduled time and adhering to activity schedules.
    • Identify customer needs and suggest appropriate products and services.
    • Utilize technology to support and troubleshoot online services, gather information, and track interactions.
    • Participate in the Customer Service First sales and service culture, supporting organizational values, and following bank policies and procedures.
    Essential Functions:
    • Promptly answer incoming calls, provide courteous service, accurately identify customer needs, and transfer calls correctly.
    • Use bank phone equipment and multiple systems simultaneously.
    • Support the sales and service culture, uphold organizational values, and follow policies.
    Minimum Qualifications:

We seek individuals who will provide professional, reliable, and prompt service. The ideal candidate will have:

• Full bilingual proficiency in English & Spanish (reading, writing, speaking).
• At least two years of consistent customer service experience, preferably in financial services, with six months of call center experience desirable.
• A High School diploma or GED.
  • Excellent communication and customer service skills, proficiency in Windows applications, internet browsers, mobile devices, and basic hardware.
    • Availability to meet training standards and work various shifts including evenings and weekends.

The above reflects the general job functions and is not an exhaustive list of all work requirements.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discriminate against employees or applicants because they have discussed or disclosed their own pay or that of others, except as permitted by law.