Banking Xperience Representative I

City Bank; Odessa (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

City Bank is seeking a Customer Support professional to handle a variety of account-related inquiries, debit card issues, online and mobile banking questions, and loan payments. You will work 8 am–5 pm, with potential schedule adjustments, and must maintain confidentiality while delivering high-quality service.

Responsibilities include problem solving, policy adherence, and consistent escalation through the proper channels.

Qualifications

• Prior banking experience preferred with attention to detail.
• Must be able to problem solve quickly while providing a high level of customer service.
• Must follow all policies and procedures of City Bank and report issues to the manager.

Responsibilities

• Answer incoming calls or transferred calls from internal bank employees regarding customer problems or inquiries on account issues, including balances, NSF, fees, stop payments, returns, overdraft, debit cards, online banking, mobile banking products, ordering checks, new and closing of accounts, maintenance of accounts.
• Understand all City Bank systems and programs used daily for BXR.
• Confidential information on customers is kept in secure place or discarded properly.
• Take initiative for ongoing training offered by City Bank.
• Knowledgeable of personal and non personal DDA accounts, health savings accounts, certificates of deposits and IRA's.
• Take initiative to understand products and make quality C/X referrals
• Customer service is priority; use proper phrases, courteous, friendly and pleasing tones.
• Clearly listen and understand the customer or other BXR's needs and seek help for correct answer through intranet, manager, upper management.
• Be a team player, lead by example, adapt to change, participate in team meetings, support upper management suggestions for the department.
• Escalations to BXR II, BXR III, VP New Account Product Support Supervisor.

Skills

Banking experience

Attention to detail

Problem solving

Customer service

Confidentiality

Team player

Job description

Description

Prior banking experience is preferred with attention to detail. BXR's will handle all areas of customer account issues, online banking, mobile banking, loan payments, debit cards and disputes and fraud. Must be able to problem solve quickly while providing a high level of customer service and maintain confidentiality in dealing with customer sensitive information. Must follow all policies and procedures of City Bank and report all personal, customer related, and technical issues to the manager. Must meet team goals and support upper management goals for the department and bank. BXR must be on time and ready to accommodate external customers as well as internal customers. Hours consist of 8 am -5pm, (hours subject to change) Must call the manager if not able to be at work or going to be late.

Essential Duties

1. Answer incoming calls or transferred calls from internal bank employees regarding customer problems or inquiries on account issues, including but not limited to: balances, NSF, fees, stop payments, returns, over draft, debit cards, online banking, mobile banking products, ordering checks, new and closing of accounts, maintenance of accounts.
2. Understand all City Bank systems and programs used on daily basis for BXR.
3. Confidential information on customers is kept in secure place or if ready for discard then placed in the document bin to be destroyed.
4. Take initiative for ongoing training offered by City Bank.
5. Knowledgeable of personal and non personal DDA accounts, health savings accounts, certificate of deposits and IRA's.
6. Take initiative to understand products and make quality C/X referrals
7. Customer service is priority; use proper phrases, courteous, friendly and pleasing tones.
8. Clearly listen and understand the customer or other BXR's needs, seek help for correct answer through our intranet, manager, upper management.
9. Be a team player, lead by example, adapt to change, participate in team meetings, be supportive in upper management suggestions for the betterment of the department.
10. Escalations to either BXR II, BXR III, VP New Account Product Support Supervisor..

Equal Opportunity Employer/Veterans/Disabled