Banking Customer Care Specialist

Centennial-Bank; Amarillo (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Centennial-Bank's Amarillo-Taylor Branch is seeking a Customer Care Center Associate to handle inbound customer inquiries by phone, protect customer privacy, and resolve issues promptly. You will identify cross-selling opportunities and refer customers to the appropriate bank departments while maintaining compliance with banking regulations.

The role requires high school education, basic computer skills, and a willingness to learn BSA/AML procedures; you will work a schedule that includes

Qualifications

• High school diploma or GED plus on-the-job training or related experience.
• Ability to read and understand policy manuals, safety rules, operating and maintenance instructions, and procedures; write routine reports.
• Basic math skills for discounts, interest, and percentages and ability to apply fractions and proportions.
• Ability to solve problems and interpret instructions furnished in written, oral, or diagram formats.
• Experience using Microsoft Office products and proficient telephone skills.

Responsibilities

• 1. Answer incoming phone calls from customers regarding all types of Retail Accounts.
• 2. Quote CD Rates, loan payoffs and resolve loan general questions.
• 3. Maintain a thorough understanding of marketing promotions and bank products.
• 4. Review complaints, issues or concerns and refer customers to other bank personnel.
• 5. Take information and perform maintenance on check orders, internet and telephone banking, ATM/debit cards.
• 6. Review, research and process limited refund decisions.
• 7. Perform research on Bankway for customer inquiries.
• 8. Identify cross selling opportunities through customer interactions.
• 9. Verify and complete telephone transfer of funds and stop payment requests.
• 10. File Debit Card, Zelle, Bill pay and ACH disputes.
• 11. Request EBanking adds and updates.
• 12. Request Debit Card Limit Increases.
• 13. Research and assist with Bill Pay trouble shooting.
• 14. Maintain a daily call log of each call taken.
• 15. Adhere to assigned work schedule and remain flexible for shifts that include the hours of 7 am - 7 pm Monday - Friday and 8 am - 2 pm on Saturdays.
• 16. Completes required BSA/AML training and other compliance training as assigned.
• 17. The ability to work in a constant state of alertness and in a safe manner.
• 18. Perform any other related duties as required or assigned.

Skills

Customer service

Communication

Problem solving

Attention to detail

Education

High school diploma or GED and related training

Tools

10-Key

Accounting

Alphanumeric Data Entry

PowerPoint

Spreadsheet

Word Processing/Typing

Job description

Centennial-Bank's Amarillo-Taylor Branch is seeking a Customer Care Center Associate to handle inbound customer inquiries by phone, protect customer privacy, and resolve issues promptly. You will identify cross-selling opportunities and refer customers to the appropriate bank departments while maintaining compliance with banking regulations.

The role requires high school education, basic computer skills, and a willingness to learn BSA/AML procedures; you will work a schedule that includes