Banking Xperience Representative I

Paycom - ATS; Odessa (TX); On-site; USD 38,000 - 52,000; Full time

Job summary

City Bank's BXR role involves resolving customer account issues across online and mobile banking, debit cards, loans, and disputes. You will assist both external and internal customers, maintain privacy, and follow all bank policies.

The position requires timely communication and collaboration with management to meet departmental goals. Hours are standard banking hours with potential changes; training opportunities are available to enhance product knowledge and customer service excellence.

Qualifications

• Experience handling customer inquiries and problems.
• Ability to follow policies and procedures with confidentiality.
• Strong communication and teamwork skills.

Responsibilities

• Answer incoming calls or transfer calls from internal bank employees regarding customer problems or inquiries on account issues.
• Maintain knowledge of City Bank systems and programs used daily for BXR.
• Handle confidential customer information securely and adhere to document destruction protocols.
• Take initiative for ongoing training offered by City Bank.
• Escalate complex issues to higher-level BXR roles or supervisors as needed.

Skills

Customer service

Conflict resolution

Problem solving

Attention to detail

Job 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 DutiesAnswer 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.Understand all City Bank systems and programs used on daily basis for BXR.Confidential information on customers is kept in secure place or if ready for discard then placed in the document bin to be destroyed.Take initiative for ongoing training offered by City Bank.Knowledgeable of personal and non personal DDA accounts, health savings accounts, certificate of deposits and IRA’s.Take initiative to understand products and make quality C/X referralsCustomer service is priority; use proper phrases, courteous, friendly and pleasing tones.Clearly listen and understand the customer or other BXR’s needs, seek help for correct answer through our intranet, manager, upper management.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.Escalations to either BXR II, BXR III, VP New Account Product Support Supervisor..Equal Opportunity Employer/Veterans/Disabled