Customer Relationship Specialist

The Customer Relationship Specialist assists callers with account information and cross-sells banking products and services.

First Mutual Holding Co. (FMHC) is a member-owned holding company dedicated to supporting the growth and operational needs of mutual banks in ways that allow them to serve their communities. To support our mission, we will hire remotely only in the areas in which we currently operate including Ohio, Kentucky, Virginia, West Virginia, Michigan, Pennsylvania, and Indiana.

Duties and Responsibilities:

1. Provides information and resolves problems for customers and non-customers via various delivery channels by accessing account and product information.
2. Facilitates first contact answers and solutions for in-depth customer questions and issues; follows up on requests.
3. Answers and follows up on emails that are sent to bank general information email address.
4. Documents all instances of customer contact (through phone, voicemail, email etc.) into the CRM system.
5. Knowledgeable of all First Federal Lakewood products.
6. Cross-sells products to existing customers by assessing customers’ total relationship and recommending new products/services; encourages new relationships with non-customers and facilitates new account openings.
7. Assists branches with opening procedures related to branch security.
8. Other duties as required.

Necessary competencies:

1. Accountability
2. Active Listening
3. Coachability
4. Communication
5. Composure
6. Critical Thinking
7. Organizational Savvy
8. Service Orientation

Technical Expertise

1. Experience in sales is preferred.
2. Experience in customer service is required.
3. Experience in financial services or banking is preferred.
4. Proficient in typing and ten key.
5. Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. EasyLender, Cleartouch, OnBase, various government and investor software/web portals is preferred.

Education and Experience

1. Education: High School Diploma or equivalent is required; Bachelor’s degree is preferred, or equivalent experience.
2. Certification: None.
3. Years of banking experience: 2+ years is required.
4. Years of experience supervising: None.

Physical Environment

• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.
• The employee must occasionally lift and/or move up to 25 pounds.
• The noise level in the work environment is usually quiet to moderate.
• An internet connection is needed to conduct work remotely.
• This position is performed in an office setting, five days a week with typical work hours being M-F 9.15a through 6.00p and rotational Saturday 9:00a - 2:00p. These hours are subject to change.

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position.