Job Description:First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

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.

Flexible work from home options

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DUTIES & RESPONSIBILITIES:*

• Educate trainees' on various phone queues including but not limited to Customer Service, Card Services, Online Support and Treasury Management via instructional classroom training, hands-on call hub and distance learning via video conferencing and webinars.
• 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, Online Support, Treasury Management Generalist, 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.

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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 have a thorough understanding/exposure to various computer applications, including, but not limited to: Microsoft Excel, Word and banking systems.
• This position requires regular travel to facilitate training programs and responsibilities. This includes travel to training centers in Addison, IL and our Little Havana Office in Miami, FL. Additionally, travel is required to attend call hub training at various locations including, but not limited to, Melrose Park, Buffalo Grove, Vernon Hills and our Little Havana office in Miami, FL.

• Must be willing to travel to First American Bank locations throughout the Illinois, Wisconsin and Florida markets, with occasional out of state travel required.

• 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.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Work from home

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person

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