Customer Service Representative (On-site Call Center Position)

First Federal Bank of Louisiana is currently seeking a Call Center Representative in the Call Center Department. The position is located at the Main Office in Lake Charles, Louisiana.

First Federal Bank of Louisiana is a full-service, locally owned, community bank that has helped build the communities we serve for nearly 75 years. With 16 branches serving 11 communities in Louisiana, we are proud to offer our customers a wide variety of products and services to meet all of their financial needs. We offer Personal and Business Checking Accounts, Savings and CDs, multiple Retirement options, Home Equity Lines of Credit, as well as Mortgages and Consumer Loans. Our established Investment and Insurance divisions also offer a full line of products. Over the years, First Federal Bank has established a reputation for fast, professional service. We believe our customers expect and deserve nothing less.

Position Summary

Independently handles routine employee and customer inquiries with a goal of first point contact resolution and limited escalation while maintaining quality communication. Performs a range of customer service-oriented communication by telephone, email, chat, message, phone, or fax, as well as various operational background duties.

Essential Duties & Responsibilities include, but are not limited to, the following:

• Builds rapport with customers, uses proper telephone etiquette and protects the institution by keeping customer information confidential
• Processes incoming mail; processes address changes; validates detailed information
• Performs account maintenance; produces follow up documents pertaining to check orders, stop payments, and unauthorized affidavits
• Assists with customer tax levies
• Provides support regarding end of year tax forms
• Researches and resolves customer complaints; provides follow-up
• Provides support for electronic banking products and services; troubleshoots issues as needed
• Processes verification of accounts
• Recognizes, documents, and alerts supervisors of trends in customer calls
• Orders and distributes branch deposit account supplies
• Assists in scheduling and training, as directed by supervisor
• Compliance training is assigned to all Bank personnel based on their position with the Bank. Employees are required to complete all assigned training timely and in accordance with Bank policy.
• Contributes to team effort by accomplishing related duties, as assigned

Minimum Qualifications

• High school diploma or GED,
• A minimum of one (1) year customer service experience. Call Center and/or banking experience is preferred.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are a basic summary of the knowledge, skill, and/or ability required. The full job description is attached as a pdf to this job posting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties & Responsibilities

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer

The employment policy of First Federal Bank and its subsidiaries is to provide an equal employment opportunity for all employees and job applicants without regard to race, color, religion, sex, national origin, age, individuals with disabilities, protected veteran status, sexual orientation, gender identity, genetic information, or any other legally protected characteristics or activities in accordance with applicable laws.