Personal Banking Associate

How will your role impact First Command?

The Personal Banking Associate is a first line service position responsible in delivering personalized service to our clients and advisors across globe. The primary responsibility of this role is to handle inbound calls, emails, and secure messages in a fast pace environment while delivering a world class experience. In this role, you will be required to make real-time decisions based on a thorough knowledge of all bank products, tools, services, and processes.

What will you be doing?

• Member of First Command Bank’s multi-channel contact center supporting:
  • New and existing client and advisor accounts
  • Mobile & online banking support
  • Loan servicing
  • Transaction assistance
  • Bill pay
  • Paperless enrollment
  • Credit and debit card services
  • Deposit account maintenance
• Cross-sell consumer banking products such as loans, credit cards, and other channels of banking such as online banking, mobile banking, and the automated voice system
• Proactively manages risk in every business, product, and service transaction leveraging available tools

What skills/qualifications do you need?

Education

• High school diploma or equivalent required
• Bachelor’s degree preferred

Work Experience

• Minimum 3-5 years bank contact center experience and/or bank operations in a highly complex environment preferred
• 3+ years’ experience working with digital products, including mobile, online and e-commerce preferred
• 2+ years’ experience working with Jack Henry Silverlake core preferred

Knowledge, Skills and Abilities

• Must possess discernment in being able to apply bank policy and regulations in all situations
• Must demonstrate a history of:
  • Effective communication
  • Critical thinking
  • Problem solving
  • Emotional intelligence
  • Intellectual curiosity
  • Interpersonal skills
• 3+ years of experience using Microsoft Office Suite, Word, and Outlook and must be able to learn other software specific to First Command Bank and Channel Management
• Passion for serving the military

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