Customer Service Representative responsible for assisting clients with their health insurance inquiries via telephone. Ensuring excellence in service and compliance with regulations while documenting all interactions.
About the role
- Manager, Customer Care overseeing performance and coaching call center staff at FNBO. Balancing in-person collaboration and remote flexibility with a focus on customer service excellence.
Responsibilities
- Manage and coach call center staff ensuring alignment to bank culture, intended customer experience, call center practices, and management philosophy.
- Conduct regular one-on-one sessions and formal performance reviews with team, identifying team needs or opportunities.
- Act as an escalation point for customer communication.
Requirements
- 2+ years leadership, driving engagement and reducing attrition.
- Skilled at mentoring agents through one-on-ones, call reviews, and training.
- Strong in fraud prevention, authentication, and regulatory adherence.
- Empathetic, solutions-focused, and adept at turning issues into loyalty.
- Background in retail banking or call center operations is a plus.
- Candidates must possess unrestricted work authorization and not require future sponsorship.
Benefits
- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Time Off Programs
- Health Savings Account (HSA)/Dependent Care
- Employee Banking
- Growth Opportunities
- Tuition Assistance
- Short-Term/Long-Term Disability Insurance
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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