About Company
FirstBank is a leading community-focused financial institution with a strong presence across Colorado. For over 60 years, we’ve built our reputation on honesty, integrity, and exceptional customer service, making us one of the largest privately held banks in the nation. We believe in putting people first—our customers, our employees, and our communities. Our commitment extends beyond traditional banking, embracing innovation and technology to provide convenient and secure financial solutions. We foster a collaborative, supportive work environment where employees are encouraged to grow, learn, and make a tangible difference in the lives of those we serve.
Job Description
Are you a natural communicator with a knack for fostering positive online communities? Do you thrive in a dynamic, digital environment where every interaction counts? FirstBank, a leading community-focused financial institution, is seeking a talented and empathetic Online Chat Moderator to join our growing digital customer support team. In today’s fast-paced world, our customers rely on instant, reliable, and friendly support, and you will be at the forefront of delivering that experience through various online chat platforms.
This is a unique opportunity for an individual who values flexibility and enjoys connecting with people. As an Online Chat Moderator, you will be the friendly voice and helpful guide for our customers, engaging them in real-time conversations, answering inquiries, resolving issues, and ensuring a positive and productive online experience. You will play a crucial role in maintaining the integrity and helpfulness of our digital channels, acting as a bridge between our customers and FirstBank’s comprehensive range of banking services. Your ability to de-escalate situations, provide accurate information, and maintain a professional yet approachable demeanor will be paramount.
We are looking for someone who is not just technically proficient with chat platforms, but who genuinely enjoys building rapport, understanding customer needs, and contributing to a supportive online atmosphere. You will work within established guidelines to ensure compliance and uphold FirstBank’s commitment to exceptional customer service and security. This role requires a keen eye for detail, quick problem-solving skills, and the ability to adapt to diverse customer inquiries. Beyond simply answering questions, you will also be responsible for monitoring chat discussions for adherence to community guidelines, identifying trends in customer queries to provide valuable feedback to internal teams, and contributing to the continuous improvement of our online support resources.
This role offers the satisfaction of directly impacting customer satisfaction and loyalty, helping individuals and businesses navigate their financial journeys with ease. You’ll collaborate with a dedicated team, leveraging technology to provide seamless support. FirstBank fosters an environment of growth and learning, and while this role offers flexibility, you’ll always feel connected to a supportive team focused on empowering our communities. If you’re looking for a position where your communication skills can make a real difference and where you can enjoy the flexibility of working from a location that suits you, we encourage you to apply and become an integral part of our digital innovation journey.
Key Responsibilities
- Engage with customers in real-time via online chat platforms, providing friendly and efficient support.
- Answer customer inquiries accurately, providing information on FirstBank products, services, and policies.
- Resolve customer issues and de-escalate challenging situations with empathy and professionalism.
- Monitor chat conversations to ensure adherence to established community guidelines and banking regulations.
- Identify and report technical issues, security concerns, or customer feedback trends to relevant internal teams.
- Maintain a comprehensive understanding of FirstBank's offerings and digital tools to provide effective assistance.
- Contribute to the continuous improvement of chat support processes and knowledge base articles.
Required Skills
- Excellent written communication and grammar skills.
- Strong problem-solving abilities and attention to detail.
- Proven ability to maintain composure and professional demeanor under pressure.
- Proficiency with various online chat and customer relationship management (CRM) software.
- Empathy and a customer-first mindset.
- Ability to work independently and manage time effectively in a flexible environment.
Preferred Qualifications
- Previous experience in online chat moderation, customer service, or technical support.
- Familiarity with financial services terminology and products.
- Experience working in a remote or hybrid work model.
- Bilingual proficiency (English/Spanish) is a plus.
Perks & Benefits
- Flexible work hours to support work-life balance.
- Opportunity to work remotely.
- Access to professional development and training resources.
- Collaborative and supportive team environment.
- Opportunity to make a direct impact on customer satisfaction.
- Competitive hourly compensation.
How to Apply
To apply for this exciting opportunity, please click on the application link below. We look forward to reviewing your qualifications and learning more about how you can contribute to FirstBank’s commitment to exceptional digital customer service.