Foresight Financial Group, Inc.

Customer Support

• Provide exceptional customer service to customers contacting Foresight Bank via telephone, virtual chat, email, and electronic banking platforms
• Support customers with electronic banking requests, including enrollment, account unlocking, password resets, browser incompatibility, mobile device capabilities, and platform functionality
• Educate customers on digital products and services and support self-service
• Assist with telephone banking questions and issues
• Collaborate across teams and departments to enhance the electronic banking experience
• Assist customers applying for banking services through the Digital Account Opening process
• Provide customer support through the virtual chat platform
• Serve as the initial contact for general customer support and bank inquiries
• Research and document customer account inquiries and follow up after resolution
• Assist with fraud investigations and customer fraud follow-up
• Answer questions about service charge fees and bank products
• Maintain customer file information, including address, email, and phone details
• Handle stop payment requests and check orders
• Use phone and electronic communication systems to transfer calls and coordinate with bank departments
• Complete domestic and international wire transfer forms and perform customer callback verification when applicable
• Support debit card requests, including new or replacement cards, lost or stolen cards, limit increases, returned cards, disputed transactions, travel notices, and special delivery requests
• Support unauthorized electronic transaction disputes and complete applicable forms
• Assist with documentation for automatic recurring payments
• Help customers activate and troubleshoot mobile wallets
• Undertake special projects and assignments as needed
• Maintain compliance with applicable regulations, bank policies, and procedures
• Meet target Service Level, First Call Resolution, and Call Abandonment Rate goals

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