Banking Customer Experience Specialist

Paycom - ATS; Idalou (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

City Bank is seeking a dedicated CXR to handle all customer account issues, including online banking, debit cards, and loan payments, with attention to detail and confidentiality. The role requires Saturdays on a rotating basis and calls are recorded for training and recognition.

You will work with city bank systems, log calls in Synapsys, and collaborate with managers to meet department goals. Must have prior banking experience, strong problem-solving skills, and a customer-first mindset.

Qualifications

• Banking experience required with attention to detail.
• High level of customer service and confidentiality.
• Ability to problem solve quickly and call handling proficiency.
• Good listening and communication skills for handling customer inquiries.

Responsibilities

• Answer incoming calls in queue or from transfers regarding account issues (balances, NSF, fees, stop payments, returns, overdraft, debit cards, online/mobile banking, loan payments).
• Understand City Bank systems and programs used daily for CX operations.
• Log each call into the Synapsys system and follow quality procedures.
• Escalate complex issues to specialists, team lead, or manager as needed.
• Participate in ongoing training and cross-training for PBX; adhere to all policies.

Skills

Banking experience

Customer service

Attention to detail

Call handling

Problem solving

Tools

Synapsys

PBX

Job description

City Bank is seeking a dedicated CXR to handle all customer account issues, including online banking, debit cards, and loan payments, with attention to detail and confidentiality. The role requires Saturdays on a rotating basis and calls are recorded for training and recognition.

You will work with city bank systems, log calls in Synapsys, and collaborate with managers to meet department goals. Must have prior banking experience, strong problem-solving skills, and a customer-first mindset.