Job Description

Why Join First Federal?

At First Federal, we're committed to fostering a supportive environment where your expertise can shine. We celebrate our team's success, set ambitious goals, and prioritize community involvement. As part of our team, you'll contribute to a culture rooted in excellence and community impact.

First Federal is looking for a Customer Care Specialist (CCS) to join our team. If you have strong communication skills, enjoy helping customers, and thrive in a fast-paced environment, this role is for you. As a CCS, you will provide exceptional customer service over the phone, assisting with deposit accounts, online banking, debit cards, and more. This is a full-time onsite position in our McMinnville Home Office location.

Responsibilities

• Answer a multi-line phone system in a tactful, professional and timely manner

• Utilize active listening skills to identify caller needs. Refer customer if needed through consultation with receiving party to ensure a soft handoff

• Handle escalated customer service situations effectively by demonstrating empathy

• Maintain an understanding of First Federal products and services and participate actively in ongoing training to ensure competency. Provide product/service information to customers

• Provide telephone support to mobile, online banking and bill pay customers

• Provide telephone support to ATM and Debit card customers, including trouble shooting denials, activation, limits and disputes

• Field, research and resolve basic complaints in a friendly and courteous manner

• Perform related clerical and computer support work to properly document customer interactions such as call logs and activities

• Proactively engage customers via detection tools to identify and reduce debit card fraud

• Be able to field general questions and concerns regarding garnishments and levies

• Identify and escalate issues to supervisor when necessary and appropriate

• Process service charge reversals

• Process verbal stop payments for customers

Qualifications

• One or more years of direct customer service experience required. Prior experience in a telephone customer service environment preferred.
• Strong verbal and written communication skills
• Excellent problem-solving abilities with a customer-first approach
• Proficiency in Microsoft Office (Word, Excel) and the ability to learn new systems quickly
• Ability to work independently in a fast-paced environment
• High school diploma or equivalent required

What We Offer:

• Competitive compensation and benefits package
• Training and ongoing professional development
• Opportunities for career advancement within First Federal
• A supportive, team-oriented work environment where your contributions are valued

Pre-Employment Requirements: This position will have access to cash, financial instruments, financial transactions or confidential customer financial information. As a result, the following pre-employment screens are required:

• Pre-employment drug screen - excluding Marijuana
• Criminal background screen
• Consumer credit report
• DMV record search

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