Call Center Representative

Texas Heritage National Bank; Town of Texas (WI); Hybrid; USD 36,000 - 52,000; Full time

Job summary

Texas Heritage National Bank is seeking a Call Center Representative to handle customer inquiries via phone, email, and digital channels. You will process account requests, promote banking services, and ensure regulatory compliance in every interaction.

Ideal candidates have strong communication, detail orientation, and the ability to multitask across software systems in a fast-paced environment while maintaining confidentiality and security.

Qualifications

• Minimum 1 year of customer service experience required.
• Experience in call centers, banking, financial services, or retail banking preferred.
• Strong communication skills and ability to explain banking concepts clearly.
• Familiarity with multiple software systems and security procedures.

Responsibilities

• Answer calls courteously and provide timely assistance.
• Assist customers with account inquiries, online banking, and services.
• Resolve issues while maintaining a positive customer experience.
• Verify identities and protect confidential information per policy.
• Process routine service requests and review deposits for fraud.
• Promote bank products and referrals when appropriate.
• Escalate complex issues to the correct department.
• Meet performance metrics for call quality and response times.

Skills

Verbal and written communication

Customer service

Problem-solving abilities

Multitasking across systems

Attention to detail

Organization and time management

Banking products knowledge

Microsoft Office proficiency

Education

High school diploma or GED

Associate degree in Business/Finance or related field

Tools

Microsoft Office

Customer service software systems

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.