Primary Contact Center Representative - Pittsburgh, PA

Position Title: Primary Contact Center Representative

Business Unit: Retail Operations

Reports to: Contact Center Supervisor

Position Overview:

This position is responsible for handling a large volume of inbound or outbound calls to identify customer needs, provide product/service information, and resolve issues or concerns. The incumbent is familiar with various banking concepts, products, services, procedures, and performs numerous customer service tasks. Incumbent should have an outgoing, upbeat, friendly demeanor, a positive work ethic, and work well in a team environment.

Primary Responsibilities:

Responds to a large number of incoming telephone calls related to a variety of customer service requests and general bank inquiries. Quickly identifies the customer’s needs, researches situation, determines the best solution or alternative, and communicates the resolution to the customer.

Performs various tasks to include refund requests, disputes, payoffs, complaints, address changes, stop payments, card limit increase inquiries, basic trouble shooting support for online banking, mobile banking, and bill payment.

Builds sustainable relationships by displaying empathy and the desire to help, acts as the liaison between the branch and customer through engagement and ownership of the situation.

Understands and strives to meet or exceed call center metrics while providing exceptional customer service.

Promotes bank products and services by identifying customer’s needs through inbound calls and outbound calling efforts.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

High School or GED

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

0

Skills Required to Perform the Primary Responsibilities of this Position:

Excellent communication skills, both written and verbal

Excellent customer service skills

Detail-oriented

Ability to work and multi-task in a fast paced environment

Ability to use general office equipment

Ability to use a personal computer and job-related software

MS Word - Basic Level

MS Excel - Basic Level

Strong problem solving ability

Must be able to work some holidays and weekends

Patience when dealing with difficult situations

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

Sit for extended periods of time