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Customer Onboarding Specialist

Company: Fresno First Bank
Location: Fresno
Posted on: November 15, 2023

Job Description:

Who We Are:FFB is an award-winning, single-branch bank that originated in Fresno, CA. Since its opening in 2005, FFB's mission has been to provide customers with 1st class banking services. At FFB, we understand that every person who walks through our doors is unique. Therefore, we strive to provide each customer with a carefully crafted banking solution that is tailored to their individual needs. It's with this customer-first mentality that FFB has become one of the leading community banks in the nation.Despite being headquartered in Fresno, CA, members of the FFB team come from all over the country! Since we believe that people are our greatest asset, we are always seeking ambitious, passionate candidates who share FFB's goals and values regardless of where they live. If you feel that you could be a great addition to our team, then we encourage you to reach out and apply!Recent Awards and Recognitions:

  • Voted Best Bank by Best of Central California People's Choice 2022
  • Rated the #10 Community Bank in the Nation
  • Ranked #6 on American Banker's Top Publicly Traded Community Banks List 2022What You Should Expect While Working at FFB:
    • Company ownership through our Employee Stock Ownership Program (ESOP)
    • A friendly, close-Knit work culture that encourages growth
    • Opportunities to Participate in Community Networking Events
    • Benefits Package
    • Medical/Dental/Vision
    • Life Insurance
    • Paid Vacation
    • Employee Stock Ownership Program
    • 401(k) Retirement Plan
    • Training & Development
    • Tuition Reimbursement
    • Employee Assistance Program
    • Internal Job Posting & Referral ProgramIdeal Candidate:FFB prides itself on its core values of Teamwork, Relationship, Authenticity, and Commitment (TRAC). We expect that our team members will reflect these values in the workplace in various ways:
      • Teamwork - We collaborate, hold each other accountable, and win together.
      • Relationship - We are trustworthy, transparent, and respectful.
      • Authentic - We are humble, vulnerable, and we speak up.
      • Commitment - We are owners...Be hungry, responsive, and have a sense of urgency.Employment with FFB will allow you to earn competitively, grow professionally and enjoy a collaborative and compassionate culture that rewards good ideas, good work, and initiative.Summary:The role of a Customer Onboarding Specialist is pivotal in providing new customers to FFB Bank with a positive, uncommon, and efficient onboarding experience. This specialist is responsible for guiding customers through the initial stages (Day 1 - 30 - 60 - 90) of their journey, ensuring they are well-informed, satisfied, and engaged from the very beginning. The primary goal is to foster customer loyalty, retention, and advocacy by delivering a seamless onboarding process to the bank.Essential Duties:
        • Onboarding Guidance: Act as the point of contact for new customers, guiding them through the onboarding process, which may include product setup, account creation, and familiarization with services.
        • Information Dissemination: Provide customers with comprehensive information about the products, services, features, and benefits available, ensuring they understand how to maximize their use.
        • Personalized Assistance: Tailor the onboarding experience to each customer's specific needs and preferences, addressing their individual concerns and questions.
        • Problem Resolution: Promptly address and resolve any issues, challenges, or concerns that may arise during the onboarding process, ensuring a smooth transition for the customer.
        • Engagement and Relationship Building: Cultivate a positive relationship with customers, fostering trust, loyalty, and a sense of partnership through effective communication and support.
        • Feedback Collection: Solicit feedback from customers regarding their onboarding experience and use this information to drive process improvements and enhance the overall customer journey.
        • Product Training: Provide basic training on how to use products and services effectively, either through direct instruction or by facilitating access to educational resources.
        • Cross-Selling and Upselling: Identify opportunities to introduce complementary products or services that may benefit the customer, promoting additional value and revenue generation.
        • Documentation and Reporting: Maintain records of customer interactions, feedback, and onboarding progress, and generate reports for management to evaluate the effectiveness of the onboarding process.
        • Process Optimization: Collaborate with cross-functional teams to identify areas for process improvement and streamline onboarding procedures to enhance the overall customer experience.
        • Reinforce the application of superior customer service and leadership through his or her own example along with appropriate follow through with involved customers, vendors, and co-workers.
        • Treat people with respect; keep commitments; Inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions.
        • Follow policies and procedures; complete administrative tasks correctly and on time; support the Bank's goals and values; benefit the bank through outside activities.
        • Perform the position safely, without endangering the health or safety of themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct.
        • Assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations.
          • Bachelor's degree from an accredited university specialized in Marketing, Business Administration, or relevant work experience.
          • Advanced experience, knowledge, and training in a progressively responsible marketing role. Previous managerial experience preferred.
          • Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.
          • Excellent organizational, project management, and process management skills.
          • Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.
          • Thorough understanding of marketing process and project management procedures; ability to plan Bank marketing activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Bank activities; effectively staff; direct employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).
          • Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
          • Problem-solving mindset and a customer-centric approach to handling inquiries and issues.
          • Strong organizational skills and the ability to manage multiple tasks and priorities simultaneously.
          • Proficiency in using helpdesk software, CRM tools, and collaboration platforms.
          • Flexibility to adapt to changing priorities and a fast-paced environment.
          • Certifications or training related to Dialpad products or relevant technologies is a plus.
          • Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
          • Ability to work independently with minimal supervision.
          • Must have a valid driver's license with reliable transportation.
          • Ability to travel as needed to collaborate with vendors and/or attend offsite meetings. PI29e0307f849c-31181-33194225

Keywords: Fresno First Bank, Fresno , Customer Onboarding Specialist, Other , Fresno, California

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