Customer Care Representative (Bank Call Center)

Farm-Bureau-Bank; San Antonio (TX); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation

Medical, Dental and Vision coverage

401k Employer match up to 5%

Paid Volunteer Hours

PTO & Holidays

Life Insurance

Long-Term Disability

Continuing Education Opportunities

Job summary

Farm Bureau Bank in San Antonio, TX seeks a Customer Care Associate to assist customers via phone, email, or chat, delivering accurate information and guiding them through account openings, maintenance, and related services.

You will cross-sell products, handle inquiries, and support daily tasks while ensuring compliance with regulations. Training and benefits are offered to eligible employees.

Qualifications

• High school diploma or GED is required.
• 2 years customer service or call center experience.
• 6 months banking experience or 3 months with Farm Bureau Bank.
• Exceptional customer service skills.
• Proficient computer skills.
• Verbal and written communication skills.

Responsibilities

• Provide customers with accurate information via voice, email, or chat.
• Answer questions and resolve complaints, inquiries, and requests regarding new and current accounts.
• Cross-sell additional bank products and services.
• Open/close accounts; service customers; process stop payments, wire transfers, and check orders.
• Perform outbound courtesy calls to educate and troubleshoot inquiries.
• Follow-up with other departments as needed to meet goals and standards.
• Maintain knowledge of products and regulatory requirements; support development.

Skills

Customer service

Call center experience

Verbal & written communication

Cross-selling

Basic computer skills

Education

High school diploma or GED

Some college coursework preferred

Tools

Banking software

Job description

Why Us?The Farm Bureau Bank team is rooted in service, strong relationships, and meaningful results. We offer financial services that support hardworking individuals who recognize the vital role of farming, ranching, and agriculture across the United States. Beyond traditional banking, we cultivate lasting partnerships, nurture growth, and aim to support rural communities that are often underserved by the banking industry.Farm Bureau Bank. Not just branches. Roots.FBB team members enjoy competitive compensation and generous benefits.Affordable Medical, Dental and Vision coverageOutstanding 401k – Employer match up to 5%Paid Volunteer HoursAccrued Paid Time Off (PTO) & Paid HolidaysLife Insurance and Long-Term Disability (company paid)Continuing Education OpportunitiesView all available benefit options at Farmbureau.bank.What you'll get to do:Perform duties to include providing customers with accurate information via voice, email, or chat, answering questions, and resolving customer complaints, inquiries, and requests regarding new and current accounts.Create a warm and welcoming impression on the phone by demonstrating genuine interest in the customer and in helping them meet their financial needs.Perform daily responsibilities to include cross-selling additional bank products, along with knowledge of opening and closing accounts, servicing customers, processing stop payments, wire transfers, telephone transfers, placing check orders, processing special instructions, and performing basic account maintenance.Responsible for performing out bound customer courtesy calls to notify, educate, and troubleshoot customer inquiries (i.e. new account access, first payment defaults, CD renewals, and final large payments).Complete daily tasks as requested by other internal departments regarding customer follow-ups as needed. (i.e. queue items).Proactively aware of Farm Bureau Bank’s key performance indicators and assists with meeting credit and loan growth sales goals.Ensure procedures are followed in accordance with Bank processes and Federal regulations.Maintain a working knowledge of the complete line of products and services offered; takes responsibility to keep current with new product updates and requests assistance for further development, if needed.Pursue personal development to achieve job proficiency and meets performance goals set within Customer Care Team.Responsible for being familiar with the entire loan process for consumer/business vehicle loans and credit cards.Report any signs of application fraud and identity theft. Responsible for gathering required customer information, submitting application, and notifying underwriting of any risk that the bank may encounter.Possess basic knowledge of title requirements by state. Able to review loan account, depict what information is required to complete title work, and educate customer of title perfection process.Meet customer service standards set for quality assurance purposes within the Customer Care Team.Flexible to work during Farm Bureau Bank’s hours of operation. Regular attendance required.Perform other duties, as assigned.Education and ExperienceHigh school diploma or general education degree (GED) required with some college work preferred.Two (2) years customer service or call center experience.Six (6) months or more banking experience or three months experience with Farm Bureau Bank.Exceptional customer service skillsProficient computer skillsVerbal and written communication skillsFarm Bureau Bank is an equal opportunity/affirmative action employer and complies with all applicable federal, state, and local fair employment practices laws. Farm Bureau Bank strictly prohibits and does not tolerate discrimination against team members, applicants, or any other covered persons because of race, color, religion or creed, national origin or ancestry, sex (including gender, pregnancy, sexual orientation, and gender identity) age, physical or mental disability, citizenship, veteran status, or genetic information, or any other characteristic protected by applicable federal, state, or local law. All team members and anyone doing business with the Bank (including vendors, clients, and visitors) are prohibited from engaging in unlawful discrimination. This applies to all employment actions, including but not limited to, recruitment, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.