Business Support Center Advocate I (Orland Park)

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written!

If you are interested and qualified for this role, we invite you to apply.At the Business Service Center, our goal is customer delight. The BSC Service team is responsible for effectively supporting all aspects of the products assigned to Treasury Management, which includes Commercial Online Banking, Lock Box Services, Cash Vault, Remote Deposit Capture, Positive Pay, Wires and ACH Origination.

Essential Functions/Responsibilities

• Respond to inquiries relating to bank products and services. Inquiries may come from business or Treasury Management clients of the bank or may be internal from Treasury Management Officers, Branch Staff, or other business partners.
• Remain current on products, services, policies and procedures for the department.
• Resolve issues with varying degrees of complexity through account research and utilization of support materials and resources.
• Escalate requests requiring additional knowledge or expertise as defined by department leadership.
• Responsible for accepting incoming calls (call volume varies and may be high during peak times) from business clients and internal employees to answer questions, resolve issues, and educate on system capabilities all while delivering exceptional customer service.
• Accepts ownership of problem resolution from start to finish for issues presented by clients and internal employees alike.
• Performs a variety of additional support functions as assigned by leadership

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job

• 1-3 years of Customer Service experience
• Basic knowledge of Word & Excel
• Basic Computer Skills
• 1-3 years of Deposit Operations or Cash Management experience or Bachelor’s Degree
• Remote Work Employee Requirements:
• Meet minimum performance standards, and complete work assignments.
• Maintain availability during normal/designated business hours
• Live within ≤ 60 miles from Pictoria, Greensburg or Columbus (IN) locations, and should not move without prior notice to Bank
• Remote work environment meets specified requirements:
• Separate work environment within home
• Work area free of external distractions or interruptions, and must have safe working conditions as well
• Dependent care provided during work hours (remote work is not a replacement for child or elder care)
• High speed home internet service performs at acceptable levels
• Ability to connect to wired ethernet cable
• Willing/able to report to office for:
• New hire or other on-site training requirements
• Technology or other home remote outages
• Supervisor requested team or individual onsite meetings
• Minimum 90 days in office if placed on written warning or greater until performance improvements are sustained. In cases of discipline, an associate may be required to begin/return to working from their on-site designated location to retain their employment.
• Contingent employees will be required to work on-site at an FFB office location
• Option available for a modified hybrid work model (e.g. 4:1, 3:2, 2:3, 1:4)
• Adherence to the Bank’s data privacy, security, and confidentiality policies.
• Full complement of equipment will be provided for primary work location (home or work); must ensure safety, proper care and return of company provided equipment
• Remote work employees will have access to a hotel desk to plug in with their assigned laptop when working from FFB office
• Supervisors, managers and contact center support remote work options will be evaluated on a case-by-case basis
• The Bank reserves the right to amend or cease a remote work arrangement and/or amend or cease its remote work program

Preferred Knowledge and Skills

Level of Complexity and Scope

• Entry Level to Intermediate, with some routine tasks.

Degree of Independence and Decision-Making

• Must be self-motivated and ability to work independently.

Required Supervisory Responsibilities

• This role has no supervisory responsibilities.

Physical Requirements

• Occasionally lifts and carries up to 50 lbs.
• Occasionally stands and walks.
• Frequently sits.

Compliance Statement

The associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.

Development and Training

Pay Scale

$19.47 - $23.56/hr

Benefits

We have relevant, thoughtful benefits and programs that support every aspect of our associates' holistic wellbeing. Please review our Benefits Guide.

Incentive Eligibility

All roles are incentive eligible with the exception of Co-Op, Intern, or Student positions.

It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.

We are an E-Verify Employer.