FCBank, Multi Experience Agent

A MX Agent is responsible for providing exceptional customer service and support to clients through phone calls, emails, digital banking messages, live chats, and interactive ATMs. This includes assisting with transactions, troubleshooting issues, and answering inquiries.

Below is a list of essential functions of this position. Additional responsibilities may be assigned in the position.

KEY RESPONSIBILITIES

• Provide prompt and courteous assistance to clients, addressing their inquiries and resolving issues related to banking services. 
• Help clients with various transactions, including deposits, withdrawals, and account inquiries, ensuring accuracy and efficiency through an interactive ATM. 
• Diagnose and resolve technical problems clients may encounter with ITMs or online banking platforms.
• Ensure each interaction is positive and personalized, making clients feel valued and understood.
• Monitor and maintain performance metrics within established guidelines to ensure service quality and operational efficiency.

ATTITUDES

Builds positive relationships with internal and external clients by valuing other's feelings and rights in both words and actions, and embracing other's unique beliefs, backgrounds, and perspectives by demonstrating:

• Respect: Treating all clients and colleagues with dignity and consideration.
• Client Focus: Prioritizing the needs and satisfaction of clients in every interaction.
• Inclusion: Fostering an environment where diverse perspectives are welcomed and valued.

BEHAVIORS

Demonstrates strong business ethics and honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:

• Leadership: Demonstrate ability to positively influence others to achieve
• Integrity: Strong business ethics and honest behaviors
• Collaboration: Working effectively with others to achieve common goals
• Volunteerism: A recognized and visible presence serving our communities

COMPETENCIES

Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:

• Accountability: Taking responsibility for actions and outcomes.
• Innovation: Seeking and applying new ideas and technologies to improve processes.
• Professionalism: Conducting oneself in a manner that reflects well on the organization.

POSITION LEVEL(S) EXPECTATIONS

• Level I: provide exceptional personalized service to clients by means of interactive ATMs, calls, live chat, email, and digital banking messages. They address all service or transaction needs and refer banking products and services as appropriate.
• Level II: complete all requirements of Level I unassisted for one year or more by demonstrating proficiency and expertise with all queues. Support, coach, and mentor Level 1 agents with day-to-day tasks. Facilitates departmental meetings to communicate operational matters and team metrics.
• Level III: complete all requirements of Level II, consistently exceeding all individual goals and supporting team member in meeting their goals. Support management with scheduling, queue management to meet departmental metrics, and on-the job coaching as needed. Takes a leadership role in developing all levels of agents. 

SEEKS PROFESSIONAL DEVELOPMENT OPPORTUNITIES

Actively participate in expanding skill sets and career paths by attending training programs, workshops, certifications, and educational resources relevant to the role. Set stretch assignments and cross functional opportunities that foster growth and learning. 

QUALIFICATIONS, EDUCATION, & EXPERIENCE

To perform this position successfully, an individual must be able to perform each essential position requirement satisfactorily and a skills inventory is listed below. A high school diploma or general education degree (GED) is required, with related experience and secondary education preferred. A background screening will be conducted. 

• LANGUAGE SKILLS: Ability to read, comprehend, and interpret documents. Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization. Ability to communicate to clients directly and effectively.
• TECHNOLOGY SKILLS: Ability to utilize telephone systems and possess good digital literacy including email, internet and intranet use. Prior experience or the ability to learn core transaction system, debit card system, statement processing system, cash advance machines, call center phone system, and any other computer programs pertinent to performing job duties.
• MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure.  
• REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to solve challenging problems involving several variables in a standardized situation. 
• PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  

This position operates in a professional office environment with considerable time spent at a desk using office equipment such as computers, phones, and printers. Noise level is moderate with constant communication and interactions with others. Ability to travel on occasion to all market areas and attend seminars or training sessions offsite. 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER: This job description is not an exclusive list of responsibilities and duties. They may change at any time without notice.  

BENEFITS

• Medical, Dental, Vision & Life Insurance
• 401K with company match and profit-sharing program
• Paid Time Off & Recognized Holidays
• Leave policies
• Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
• Employee Assistance Program
• Employee Health & Wellness Program
• Special Loan and Deposit Rates
• Gradifi Student Loan Paydown Plan
• Rewards & Recognition Programs and much more!

Eligibility requirements apply.

FCBank is an equal opportunity employer and all applicants are considered based on qualifications without regard to sex, race, color, ancestry, religious creed, national origin, sexual orientation, gender identity, physical disability, mental disability, age, marital status, disabled veteran or Vietnam era veteran status. CNB Financial Corporation is an Affirmative Action Employer and is committed to fostering, cultivating and preserving a culture of diversity and inclusion.

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