Senior Banking Services Representative

Who We Are

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

Responsible for some or all aspects of the Bank Service/Client Services functions dependent on functional group to include (i) new account set up/account conversion/maintenance/training and management of user access rights (ii) customer service, transactional processing and driving day-to-day operational excellence, while maintaining the highest level of customer service standards and ensuring compliance requirements are met.

Essential Functions

• Receive incoming calls from clients via the phone queue and process requests as appropriate.
• Perform transactional tasks, such as setting up deposit accounts, users, and account services.
• Process new account, user setup, and access change requests sent by clients.
• Track outstanding or unresolved requests from clients and follow up as appropriate.
• Responsible for expanding customer knowledge of Bank products
• Responsible for timely follow-up and resolution on all outstanding issues.
• Responsible for coordinating client training of Bank products.
• Assist with user access and account services audits.
• May act as the team’s resource and subject matter expert.
• Follow department’s processes and procedures in daily activities, actively identify areas of improvement and recommend solutions.
• Actively contribute to the results of a team and works toward achieving goals and objectives.
• May have specific project related duties as assigned by supervisor such as report writing, documenting procedures and processes etc.

Job Complexities & Impact

• Tasks are generally more complex in nature and usually involve evaluation, originality and judgment

Supervision Received or Extended

• No formal supervisory responsibility but is resource to less experienced team members
• Works under general supervision applying well established techniques, procedures or specific standards

Knowledge and Skills/Technology Used

• Excellent verbal, listening and written communication skills
• Proven customer service skills
• Ability to work effectively in a multi-task, high-volume environment handling complex or difficult transactions.
• Self-motivated and results-oriented
• High degree of patience and problem management techniques to resolve problems
• Excellent organizational skills with the ability to multitask, prioritize and follow up
• Proficient in Microsoft Office
• Strong knowledge of fundamental concepts, practices and procedures of particular function/department/field
• Establishes effective working relationships at the department level

Typical Education

• High School diploma or equivalent
• Bachelor’s degree preferred

Typical Range of Experience

• Typically has 4-6 years of experience in a Financial Institution or Banking customer facing role
• Experience using banking platform systems, preferably with New Accounts experience and/or operations background

The pay range for this role is $26.21 p/hr. - $34.95 p/hr.

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed. 

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.