Call Center Representative

Texas Heritage National Bank; Daingerfield (TX); On-site; USD 32,000 - 52,000; Full time

Job summary

Texas Heritage National Bank is seeking a Call Center Representative to be the primary contact for customers, handling inquiries via phone, email, and online channels while promoting bank products and ensuring compliance with banking regulations.

The role requires a high school diploma or GED and at least 1 year of customer service experience, with strong communication skills and the ability to multitask across software systems in a fast-paced environment.

Qualifications

• High school diploma or GED required.
• 1 year of customer service experience required.
• Call center, banking, financial services, or retail banking experience preferred.

Responsibilities

• Answer incoming customer calls in a professional, courteous, and timely manner.
• Assist customers with account inquiries, balances, transactions, online banking, debit cards, and other banking services.
• Resolve customer concerns and complaints while providing a positive customer experience.
• Verify customer identities and maintain confidentiality in accordance with bank policies and regulatory requirements.
• Process routine service requests including address changes, stop payments, account maintenance, and debit card support.

Skills

Communication

Customer service

Multitasking

Attention to detail

Banking software

Education

High school diploma or GED

Associate degree in Business/Finance (preferred)

Tools

Microsoft Office

Job description

Description

Position Summary

The Call Center Representative serves as the primary point of contact for customers, providing exceptional service and support via phone, email, and digital channels. This role is responsible for handling customer inquiries, processing account-related requests, resolving issues, and promoting bank products and services while ensuring compliance with banking regulations and security procedures.

Key Responsibilities

• Answer incoming customer calls in a professional, courteous, and timely manner.
• Assist customers with account inquiries, balances, transactions, online banking, debit cards, and other banking services.
• Resolve customer concerns and complaints while providing a positive customer experience.
• Verify customer identities and maintain confidentiality in accordance with bank policies and regulatory requirements.
• Process routine service requests, including address changes, stop payments, account maintenance, and debit card support.
• Review mobile deposits, ATM deposits, and Remote Deposit Capture (RDC) transactions for potential fraud, suspicious activity, duplicate presentments, and deposit exceptions.
• Educate customers on available banking products and services and identify opportunities for referrals.
• Escalate complex issues to appropriate departments or management when necessary.
• Meet established performance metrics, including call quality, productivity, and customer satisfaction goals.
• Stay current on bank products, procedures, policies, and regulatory requirements.

Requirements

Education

• High school diploma or GED required.
• Associate degree in Business, Finance, or a related field preferred.

Experience

• Minimum of 1 year of customer service experience required.
• Previous call center, banking, financial services, or retail banking experience preferred.

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to multitask and navigate multiple software systems simultaneously.
• Attention to detail and accuracy.
• Strong organizational and time-management skills.
• Ability to work in a fast-paced environment.
• Basic knowledge of banking products and services preferred.
• Proficiency with Microsoft Office and customer service software systems.