Client First Center Digital Support Services Advocate
First Financial Bank

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written!

If you are interested and qualified for this role, we invite you to apply.

The Client First Center Digital Support Advocate engages with clients through an online banking messaging platform. The Digital Advocate is responsible for responding to requests, providing information, and offering assistance to clients. The Digital Advocate serves as a liaison between our company and our users, ensuring that their concerns are addressed promptly and effectively.

Essential Functions/Responsibilities

• Answer customer inquiries, which may be received through digital channels such as secured conversations or email, relating to bank products and services.
• Recognize sales opportunities and sends referrals to the Direct Channel team.
• Resolve customer inquiries or issues with respect to any loan product offered by First Financial Bank.
• Perform customer account transaction and maintenance activities accurately.
• Remain current on products, services, policies and procedures.
• Resolve customer issues through account research and utilization of support materials and resources. File feedback cases on behalf of clients who express dissatisfaction with the bank's products, services, client support, etc.
• Strive for first contact resolution of customer inquiries, transactions and problem resolution.
• Ability to deescalate customer requests requiring additional knowledge or expertise as defined by department leadership.
• Identify possible fraud and respond according to bank policies and procedures.

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job

• High school diploma or general education degree (GED)
• Strong interpersonal, verbal and written communication skills.
• Remote Work Employee Requirements:
• Meet minimum performance standards, and complete work assignments.
• Maintain availability during normal/designated business hours
• Live within ≤ 60 miles from Pictoria, Greensburg or Columbus (IN) locations, and should not move without prior notice to Bank
• Remote work environment meets specified requirements:
• Separate work environment within home
• Work area free of external distractions or interruptions, and must have safe working conditions as well
• Dependent care provided during work hours (remote work is not a replacement for child or elder care)
• High speed home internet service performs at acceptable levels
• Ability to connect to wired ethernet cable
• Willing/able to report to office for:
• New hire or other on-site training requirements
• Technology or other home remote outages
• Supervisor requested team or individual onsite meetings
• Minimum 90 days in office if placed on written warning or greater until performance improvements are sustained. In cases of discipline, an associate may be required to begin/return to working from their on-site designated location to retain their employment.
• Contingent employees will be required to work on-site at an FFB office location
• Option available for a modified hybrid work model (e.g. 4:1, 3:2, 2:3, 1:4)
• Adherence to the Bank's data privacy, security, and confidentiality policies.
• Full complement of equipment will be provided for primary work location (home or work); must ensure safety, proper care and return of company provided equipment
• Remote work employees will have access to a hotel desk to plug in with their assigned laptop when working from FFB office
• Supervisors, managers and contact center support remote work options will be evaluated on a case-by-case basis
• The Bank reserves the right to amend or cease a remote work arrangement and/or amend or cease its remote work program

Preferred Knowledge and Skills

• 2+ years of experience working in a high call volume service center or a minimum of nine months experience in the Client First Center as an Advocate II
• Working knowledge of database software, such as Jack Henry Silverlake or other customer information systems
• Customer support experience
• Ability to navigate between multiple software programs using multiple monitors to research and respond to clients' needs.
• Strong time management skills

Level of Complexity and Scope

• Mid-level position within the Client First Center of First Financial Bank

Degree of Independence and Decision-Making

• Resolve and/or de-escalate customer issues through account research and utilization of support materials and resources
• Ability to meet productivity targets while resolving issues within quality guidelines

Required Supervisory Responsibilities

• N/A

Physical Requirements

• Occasionally lifts and carries up to 20 lbs.
• Frequently sits, stands, walks and drives.

Compliance Statement

The associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.

Development and Training

It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.

We are an E-Verify Employer.

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