First National Bank
  • 09-Jun-2021 to 08-Aug-2021 (CST)
  • Other
  • Ames, IA, USA
  • Full Time

Major Function:

Provides accurate and timely information through various service delivery channels, including: telephone, email, chat, and secure messaging within online banking.

Essential Duties:

  • Answers inquiries regarding loan and deposit services and products; credit, debit and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other requests concerning Bank products and services.
  • Processes requests for funds transfer, stop payment, check orders, change of address, research and discrepancies correction, statement reprint, change orders, and other requests from customers.
  • Seeks opportunities to attract, retain and expand customer relationships by actively educating customers on the benefits and features of new as well as existing products and services.
  • Takes every step possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department.
  • Performs all follow-up within the time frame committed to the customer.
  • Effectively uses computer systems for accessing customer account information, troubleshooting, gathering and tracking information and accurately recording transactions.
  • Exemplifies the Bank's core values of Community-Focused, Innovative, Trustworthy, Responsive & Secure.
  • Assists other employees/departments/branches to promote teamwork and excellent communication.
  • Promotes a positive bank image in the community.
  • Other duties as assigned.


Education & Experience

  • Previous banking experience preferred.
  • Phone customer service experience a plus.

Knowledge, Skills & Abilities

  • Strong computer literacy, with knowledge of computer software (i.e. Microsoft Windows Operating System and Office applications).
  • Exceptional customer service and interpersonal skills, professional telephone etiquette, and strong written and verbal communication skills.
  • Excellent problem solving skills.
  • High level of dependability.
  • Well organized, accurate and detail-oriented.
  • Ability to work under pressure and multi-task.
  • Ability to work independently or in team environment.
  • Strong reading, writing, and basic mathematical skills.

Regular Hours: Monday - Friday 8:00am-5:00pm, rotating Saturday mornings.

First National Bank
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