Client First Customer Advocate, First Financial Bank, Student Role

Client First Customer Advocate, First Financial Bank

300 High St, Hamilton, OH 45011

Student Team – Part-Time / Remote 

The Opportunity 

Education at Work is currently hiring Client First Customer Advocates for First Financial Bank. In this position, you will be an employee of Education at Work but will serve as a contractor at First Financial Bank (FFB) within their Client First Center (CFC). First Financial Bank is a regional bank headquartered in Cincinnati, OH, with operational centers in Hamilton, OH, and Greensburg, IN. 

In this position, you will represent First Financial Bank and assist clients with their banking needs over the phone. Customer support is crucial in modern business operations and plays a vital role across various sectors, including finance, healthcare, and IT. Working in customer support offers valuable opportunities for professional development, particularly in skills that are applicable across many industries.

Skills You’ll Build for Your Future: 

• Effective communication in a professional environment
• Problem-solving 
• Dependability and a strong work ethic 
• Adaptability and flexibility 
• Teamwork and collaboration 
• Customer relationship management
• Active listening, patience, and empathy
• Personal finance and banking knowledge

Key Responsibilities 

• Answer inbound phone calls with customer inquiries about bank products and services. 
• Follow proper on-call verification procedures to protect FFB clients' identities.
• Recognize opportunities to grow clients' relationships with FFB in terms of new products and accounts, and refer them to the correct team.
• Remain current on products, services, policies, and procedures. 
• Resolve customer issues through account research and the utilization of support materials and resources. 
• Perform customer account transactions and maintenance activities accurately. 
• Strive for first-contact resolution of customer inquiries, transactions, and problems. 
• Escalate customer requests that require additional knowledge or expertise, as defined by department leadership. 

Student Benefits 

• Mentorship/coaching opportunities 
• Shadowing and networking opportunities within First Financial Bank
• Potential to transition to a full-time role at First Financial Bank after graduation
• Paid in-person training
• Fully remote position following 2 weeks of in-person training. (Note: You may be required to work in-office occasionally due to IT/systems issues.) 
• Ability to customize a regular post-training work schedule (while adhering to requirements).

Work Requirements/Expectations 

• Proactive mindset with the ability to prioritize tasks, seek assistance when needed, and collaborate effectively within a team. 
• Excellent verbal communication skills, comfortable engaging with customers over the phone, and dedicated to providing exceptional service. 
• Strong organizational, planning, and time management abilities. 
• Demonstrate empathy, patience, and a positive attitude in all customer interactions. 
• Attention to detail and commitment to meeting departmental and individual goals, including call metrics and quality standards. 
• Education Requirement: Currently enrolled in an accredited degree program with a minimum of 1 year remaining before expected graduation date (2+ years preferred).
• Major in Business, Finance, Accounting, or a related field preferred, not required.
• Available to attend ten full days of training in-person on-site in Hamilton, Ohio in December
• Strong wifi, including the ability to connect directly to the internet through an Ethernet connection (cable will be provided)
• Maintain a PCI-compliant workspace in order to protect sensitive data, including a quiet workspace (distraction-free) so you can focus on your customer. 

Availability 

• Training and Orientation
• Virtual Orientation: Wed, Dec 9 (Time TBD)
• 10 full days of training from Thursday 12/10 to Wednesday 12/23 (excluding weekends) 
• Week 1: Thurs, Dec 10th 8:00 am - 4:30 pm EST and Fri Dec 11th 8:30 am - 4:30 pm EST
• Week 2: Mon, Dec 14 - Fri, Dec 18 (8:30 am - 4:30 pm EST)
• Week 3: Mon, Dec 21 - Wed, Dec 23 (8:30 am - 4:30 pm EST)
• Post Training
• Must maintain a 20+ hour weekly schedule within First Financial Bank's Hours of Operation: 
• Monday - Friday: 8 am - 8 pm ET 
• Saturday: 8 am - 5 pm ET 
• Sunday: Closed 
• Regular weekly schedule must include two weeknight closing shifts (until 8 pm ET) of at least 2 hours, as well as a Saturday shift of at least 2 hours. 

$14.50 - $14.50 an hour (non-exempt) 

Please note: EAW is NOT considered an On-Campus Employer and cannot accept CPT/OPT sponsorships.

About Education at Work 

Education at Work (E@W) is a national nonprofit committed to reshaping the education-to-career journey through paid, flexible work-based learning opportunities. We connect high school and college students with employers, helping employers develop talent pipelines while offering students meaningful experiences that bridge the gap between academic knowledge and practical workforce experiences. 

AFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT: 

Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@W’s employees to perform their job duties may result in discipline up to and including termination of employment. 

THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.