Client First Center Advocate

Overview

Summary This role serves as a primary point of contact for customers, delivering professional, responsive service across multiple communication channels including phone, email, social media, and online chat. The representative is responsible for resolving inquiries, completing account transactions, identifying service and sales opportunities, and ensuring an excellent customer experience with a strong focus on accuracy, efficiency, and first-contact resolution.

• Respond to customer inquiries regarding banking products and services through inbound calls and digital channels.
• Maintain a professional, positive image while meeting or exceeding customer service expectations.
• Identify potential sales opportunities and refer customers to appropriate sales partners.
• Stay current on products, services, policies, and procedures.
• Research and resolve customer questions or issues related to loan products and accounts.
• Complete customer transactions and account maintenance activities accurately.
• Utilize internal systems, tools, and resources to support efficient problem resolution.
• Strive for first-contact resolution whenever possible.
• Escalate complex requests or issues according to department guidelines.

• High school diploma or GED.
• Demonstrated ability to provide excellent customer service.

• One or more years of experience in a high-volume service or call center environment.
• Working knowledge of customer information systems or database software (e.g., core banking platforms).
• Strong interpersonal, verbal, and written communication skills.

• Entry-level position within a customer service center environment.
• Works independently to resolve routine customer issues using established resources and procedures, escalating as needed.