Position: Retail Service Center Specialist Level I (1st shift) Department: Retail Service Center – Operations Center, Dyersburg TN (preferred location)

Position Description: In today’s fast-paced society, customers expect the convenience that comes with multiple locations and contact channels. First Citizens National Bank understands that anytime a customer makes contact with any aspect of our company, is an opportunity to form a lasting impression. The Service Center is no exception and is considered one of our critical contact channels. Therefore, the role of a Retail Service Center Specialist requires someone with a unique skill set which includes the desire to help people, ability to maintain tactful and professional manner with every customer interaction, maintaining a good memory with the ability to recall product details, policies and procedures. An often-overlooked Retail Service Center Specialist skill set is the ability to multitask. Many times the environment will be incredibly fast paced and require the Retail Service Center Specialist to have great keyboarding skills and the ability to use several computer programs/applications at once, while dealing with customers on the phone. High energy, resilience, and excellent time management skills will be very important for any one with Retail Service Center aspirations.For many customers personal relationships are more important than the products and services offered by the Bank. Retail Service Center Specialists should be able to apply the “Welcome Home Service Standards” influencing the customer experience in a positive manner. Retail Service Center Specialists must be confident in their ability to perform their job gaining the customers’ confidence and trust resulting in loyal and satisfied customers for First Citizens.

Phone Etiquette Skills: Retail Service Center Specialists must have good listening skills. Listening is a great part of every Retail Service Center interaction. Practicing good listening skills and use of the customer’s name can help build a positive rapport and convey a caring attitude to the customer resulting in a positive customer experience. Good listening skills will allow the Retail Service Center Specialist to understand the customer’s needs, answer questions with confidence, and ask questions that come across as well thought out. Most important of all is etiquette revolving around defusing difficult customer situations. An unfortunate reality of the Retail Service Center is that some customers will be unhappy when they decide to call the Bank. However, Retail Service Center Specialists should move past this fact and handle their calls with the decorum that makes them true professionals.

Qualifications: Retail Service Center Specialists must have good listening skills. Good listening skills will allow the Retail Service Center Specialist to understand the customer’s needs, answer questions with confidence, and ask questions that come across as well thought out. Verbal and written communication skills; problem analysis and problem solving; customer service orientation; organizational skills; attention to detail; initiative; adaptability; team work; stress tolerance and resilience.

Working Conditions: Available to work: Dyersburg Operations Center, Monday thru Friday 7:30am/8:00am – 4:30pm/5:00p.m. CST and occasional Saturdays (8 am to 1 pm). Must be able to work under minimal supervision and own initiative. Flexible work schedule. EEO/AA/M/F/VETS/DISABILITY First Citizens National Bank “Employee Owned Community Bank”

Job Type: Full-time

Pay: $16.60 - $19.99 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Ability to commute/relocate:

• Dyersburg, TN 38024: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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