Service Center Specialist

Essential duties and responsibilities:

  • Properly identifies the customer and provides information/assistance accurately, efficiently and professionally
  • Answers questions, researches problems and performs various operational duties including but not limited to:  deposit accounts, loan accounts, debit and credit cards, electronic banking, safety deposit box, fraudulent account situations, and account reconciliation services in effort to achieve a first call resolution level of 75%
  • Performs transactions such as account transfers, stop payments, order checks, reset passwords for on-line banking, and performs maintenance on debit cards, etc.
  • Responsible for monitoring and responding to website inquires and messages left in the main voice mailbox
  • Identifies customer needs, makes appropriate recommendations and takes action to satisfy their needs; follows up on any action needed related to each transaction
  • Escalates and refers delicate situations to the appropriate bank personnel            
  • Promotes quality customer service to both internal and external customers and promotes teamwork among other bank departments and offices through the use of referrals and support services.
  • Support sales and service efforts through quality service and making referrals on all bank services.
  • Perform additional duties as they become assigned or apparent
  • Participate in bank-sponsored events as outlined in financial institution’s “Community Events Program”.

Desired knowledge, skills, and abilities:

  • Ability to work for long periods of time on the phone in a team oriented and fast paced environment
  • Ability to work a regular full-time schedule that includes Saturdays
  • Excellent communication and interpersonal skills including:  verbal, written, listening, communication etiquette, and an outwardly positive, helpful and professional attitude
  • Knowledge of a variety of Federal and State banking regulations and financial institution operations and procedures
  • Knowledge of banking products and services
  • Excellent problem solving skills
  • Working knowledge of Microsoft Office


Education: High School diploma or equivalent

Experience: 1 year bank work experience preferred. 2 years of customer service experience strongly desired.

How to apply:

Join our team today and enjoy exciting opportunities for growth and career development at First Security.

You may apply for this position by doing one of the following:

1. Fill out our online application.

2. Submit a cover letter and resume by mail to:
    First Security Bank and Trust
    Attn: Human Resources
    809 Clark Street
    Charles City, IA 50616

3. Stop by an of our locations and complete an application.

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