First American Bank is a family owned, full-service bank with 53 locations in Illinois, Florida, and Wisconsin, and $4 billion in assets. Our mission is simple:  to offer competitive banking products with the personal attention and service customers deserve. First American Bank can offer employees a level of visibility and stability that is difficult to find in many larger corporations. We are looking for people who want a career - not just a job!

First American Bank is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, sex, ethnicity, color, national origin, religion, age, disability, sexual orientation, gender identity, genetic information, veteran status, pregnancy or any other protected groups covered by Federal, state, or local laws.  If you'd like more information about your EEO rights as an applicant under the law, please click here for the EEO is the Law Poster and here for the EEO is the Law Poster Supplement.


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Customer Experience Advisor
Job Code:19-1525-CS-MELROSE
Location:Melrose Park, IL
Job Category:Customer Service
Employment Type:Full Time
  
Job Description
This position will support the customer service delivery channel via the phone queues. Support includes training of First American Bank employees by leading call hubs, performing call evaluations, one on one coaching, and providing constructive feedback to queue members. 

DUTIES & RESPONSIBILITIES:

Lead phone queue training hubs to educate, support, and offer productive feedback to trainees in both group and one-on-one settings. Deliver feedback in a professional, constructive and timely manner to all employees.

Participate in multiple phone queues as needed, such as during high traffic times and for call escalations and complete assigned activities, reporting and daily tasks appropriately and accurately. 

Provide daily guidance and coaching on proper procedures while serving as a resource for less experienced staff and queue members.

Review service calls and complete call evaluations for various queues (i.e. Customer Service, H.S.A, Overflow, Card Services, etc.).

Participate in meetings and assist with the development and maintenance of training curriculums and user guides. 

May be trained in other areas of Central Operations as needed; other duties, and tasks as assigned.

QUALIFICATIONS:

Bachelor's degree or equivalent work experience required

Minimum 2 years of retail banking or related experience in a financial service or service industry.

Must possess the ability to work independently, handle multiple tasks, work well under time constraints with limited supervision.  

Very high level of written and verbal communication skills are required. Bilingual Spanish preferred. Excellent interpersonal skills and confidence when speaking with other employees and external customers.

Must demonstrate passion for service, and maximize the customer experience by leading by example.

Must have a thorough understanding/exposure to various computer applications, including, but not limited to: Microsoft Excel, Word and banking systems.

Weekly travel to attend training at our training center in Addison and call hubs in Melrose Park, Buffalo Grove, Vernon Hills and other Chicagoland branches.  Must be willing to travel to First American Bank locations throughout the Chicagoland, Wisconsin and Florida area.

Typical hours are Monday - Friday 8am to 5pm. Must be available before and after hours if necessary. Occasional Saturdays may be required as workload dictates.


First American Bank is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).


First American Bank will not sponsor applicants for work visas.