At First Federal, we’re committed to fostering a supportive environment where your expertise can shine. We celebrate our team’s success, set ambitious goals, and prioritize community involvement. As part of our team, you’ll contribute to a culture rooted in excellence and community impact.

First Federal is looking for a Customer Care Specialist (CCS) to join our team. If you have strong communication skills, enjoy helping customers, and thrive in a fast-paced environment, this role is for you. As a CCS, you will provide exceptional customer service over the phone, assisting with deposit accounts, online banking, debit cards, and more. This is an on-site position working with our team in McMinnville, Oregon.

Responsibilities

• Answer a multi-line phone system in a tactful, professional and timely manner
• Utilize active listening skills to identify caller needs. Refer customer if needed through consultation with receiving party to ensure a soft handoff
• Handle escalated customer service situations effectively by demonstrating empathy
• Maintain an understanding of First Federal products and services and participate actively in ongoing training to ensure competency. Provide product/service information to customers
• Provide telephone support to mobile, online banking and bill pay customers
• Provide telephone support to ATM and Debit card customers, including trouble shooting denials, activation, limits and disputes
• Field, research and resolve basic complaints in a friendly and courteous manner
• Perform related clerical and computer support work to properly document customer interactions such as call logs and activities
• Proactively engage customers via detection tools to identify and reduce debit card fraud
• Be able to field general questions and concerns regarding garnishments and levies
• Identify and escalate issues to supervisor when necessary and appropriate
• Process service charge reversals
• Process verbal stop payments for customers

Qualifications

• One or more years of direct customer service experience required.  Prior experience in a telephone customer service environment preferred, especially in banking

• Strong verbal and written communication skills
• Excellent problem-solving abilities with a customer-first approach
• Proficiency in Microsoft Office (Word, Excel) and the ability to learn new systems quickly
• Ability to work independently in a fast-paced environment
• High school diploma or equivalent required

What We Offer:

• Competitive compensation and benefits package
• Training and ongoing professional development
• Opportunities for career advancement within First Federal
• A supportive, team-oriented work environment where your contributions are valued

Pre-Employment Requirements: This position will have access to cash, financial instruments, financial transactions or confidential customer financial information. As a result, the following pre-employment screens are required:

• Pre-employment drug screen - excluding Marijuana
• Criminal background screen
• Consumer credit report
• DMV record search

 If you are passionate about customer service and looking for a rewarding career in banking, apply today. Click https://firstfed.applicantpool.com/jobs/ to submit your application and join our team!

Deadline for Application:     Position will remain open until filled.

First Federal is an Equal Opportunity Employer-Vets/Disabled, and committed to a diverse workforce.  First Federal participates in the Federal E-Verify Program and is an Affirmative Action Employer.  If you need assistance with completion of an application for employment, please contact the Human Resources Department at 503-435-3216 or email HumanResources@FirstFedWeb.com.

Key concepts: Banking Customer Care Specialist, Call Center Representative, Financial Services Customer Support, Deposit Operations Specialist, Bank and Financial Customer Care