First Federal Bank of Kansas City is one of the largest mutually owned banks in the Midwest and has been a strong banking and lending partner to families in Kansas and Missouri for decades. We are a community-oriented, culture-focused, progress-driven Family on a mission to help people build a better financial future.

　　At First Federal, youll be supported by diverse, talented, energetic individuals moving toward a common vision of prosperity and a home for all. Youll have boundless opportunities for growth - whether its personal or professional development to reach your career goals, company events to strengthen your connections, or volunteer work to champion our community partners.

　　Your success is our success. When our employees feel valued, our customers feel valued, and our community grows.

　　Hear what our team members have to say:

　　SUMMARYThe customer advisory associate will assist in delivering customer advisory center objectives, provide service for customers based on their knowledge of First Federal Bank services, products, and troubleshooting techniques, analyze customer advisory center data, and focus on improving performance and processes in an effort to better support customers. This role will be responsible for individual and team outcomes involved with delivering exceptional experiences to "wow the customer" while going the extra mile for customers who choose to use our phone, online, and mobile delivery channels to interact and conduct business with us through First Connect. The individual performs a variety of duties including customer education, assisting in finding solutions, and offering recommendations based on customer need. The role will handle inbound and outbound calls in a fast-paced environment (up to 100 calls per day and up to 50 chats per day and up to 15 outbound calls per day) to assist customers with their banking needs and deepening relationships. The position requires work onsite and is not a remote or work from home position. There may be a potential for remote work in the future once the support center and position are well established. The individual will need to have a heart for serving people.

　　We offer flexible scheduling during the following hours of operation: Monday through Friday 7 am - 6 pm, Saturday, 9 am - 12 pm. Alternating weekend shifts will be expected.

　　ESSENTIAL DUTIES AND RESPONSIBILITIESTo perform this job successfully, an individual must be able to perform each essential duty well. The requirements listed below are representative of the knowledge, skills and abilities required. Other duties may be assigned.

　　Works independently andperforms well under deadlines.Participates in team meetings, asks questions to better understand customer needs, educates customers, follows processes and practices, and explains appropriate resolutions to customer concerns for satisfaction.Assists with customer requests via telephone, online conversations, and email communications from consumers and businesses while maintaining the highest degree of courtesy and professionalism at all times.Determines customer needs and cross-sells appropriate products and services. Responsible for achievement of personal sales goals, and proactively works toward achievement of unit goals.Handles inbound and outbound sales calls to prospective and established customers. Provides quality customer service while opening accounts, processing loans, and providing information related to general inquiries and customer needs.Conducts cold calls to customers and/or organizations to meet monthly performance obligations.Responds to customer account inquiries (balances, transactions, loans, etc.)Maintains a thorough understanding of bank products/services including deposit products, interest rates, check orders, ATM/debit cards, stop payments, online banking, bill pay, eStatements, mobile banking, digital wallet, website, etc.Ensures onfidentiality of customer information/transactions by following established procedures and processes to authenticate the customer, prior to releasing any information.Ensures customer records are current including mailing address, phone numbers and email address.Maintains an understanding of marketing initiatives and communication that has been sent to customer.Completes mandatory compliance training courses as required.Performs other duties as assigned.Complies with all applicable banking laws and regulations, including, but not limited to, the Bank Secrecy Act, USA Patriot Act, and related anti-money laundering statutes; and federal consumer protection legislation and regulations.QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

　　Must possess strong customer service skills.Ability to work with people at all levels.Ability to represent the bank in a manner that maintains and expands customer relationships, contributes to the bank's growth and enhances its image.Knowledge of sales techniques.Demonstrated ability of effective selling, cross-selling, and referral skills.Ability to work with minimal supervision, either independently or as a team.Knowledge of customer information systems, bank website, and bank products/services.Knowledge of departmental procedures and forms.Ability to multitask in a fast-paced environment.Ability to handle conflict and maintain composure.Problem-solving abilities.Ability to maintain a high level of confidentiality and integrity and appropriately handle sensitive information.A good workplace attendance record.Required to work at any Banking Center location that may include extended hours, holidays, or Saturdays.EDUCATION and/or EXPERIENCE

　　High school diploma or general education degree (GED) required.1 - 3 years of previous experience in a customer support role is highly preferred.Exceptional customer service, active listening, and verbal and written communication skills.Professional phone voice and previous experience working in a financial institution is also preferred.LANGUAGE SKILLS

　　Bilingual in English/Spanish is desirable but not required.Strong verbal and written communication skills with the ability to effectively and professionally interact over the telephone and online with customers, co-workers, and employees at other organizations.Ability to read and interpret documents such as memorandums and procedure and policy manuals.MATHEMATICAL SKILLSAbility to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

　　REASONING ABILITY

　　Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.OTHER SKILLS AND ABILITIESAbility to perform under established deadlines. Manage multiple tasks and priorities. Apply organization's core values. Operates 10 key by touch with appropriate speed. Basic typing/keyboard skills by touch. PC proficiency with Microsoft Office Suite, Digital Banking, Internet browsers, and media devices.

　　PHYSICAL DEMANDSWhile performing the job duties, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee f