Customer Care Specialist

Texas Bank and Trust; Longview, Northern (TX, KY); Hybrid; USD 32,000 - 40,000; Full time

Job summary

Texas Bank and Trust in Longview, TX is seeking a motivated customer service representative to assist prospects and existing customers by phone and electronic channels. You will present bank products and services within regulatory guidelines and act as a trusted advisor to help customers reach their financial goals.

Essential duties include providing courteous front-line support with high accuracy, researching and resolving inquiries, routing calls, and following up to strengthen relationships.

Qualifications

• High school diploma or equivalent.
• 2-4 years customer service experience preferred; other banking experience desired.
• Must have a working knowledge and a desire to use Electronic Banking products… i.e. Online Banking, Bill Pay & Mobile Banking.
• Strong customer service skills, including the ability to assist customers in trouble-shooting issues with electronic devices.
• Strong ability to multi-task.

Responsibilities

• Provide extraordinary front end phone support to both internal and external customers with 90% or greater observation results.
• Researches and resolves customer inquiries; including providing information about bank products and services as appropriate.
• Assist with routing calls to other bank departments or branches as necessary.
• Follow up on customer service inquiries and/or requests to develop customer relationships.
• Must have the ability to work remotely as required.
• Flexible schedule required, including but not limited to working some Saturdays, holidays, and after-hours.

Skills

Customer service

Multi-tasking

Electronic Banking

Online Banking

Bill Pay

Mobile Banking

Education

High school diploma or equivalent

Tools

Electronic Banking systems

Job description

Responsible for providing assistance to prospects and established customers with bank products, services and general information over the phone and via electronic means; presents other bank products and services as opportunities arise within the guidelines of applicable banking regulations.

Provides secure, accurate, responsive, and courteous customer service to both internal and external customers at all times. Maintain strict confidentiality of customer and banking relationships.

Primary objective of this position is to be a trusted advisor to every internal and external customer. Inspires confidence and builds lasting relationships by consistently exhibiting each of the trusted advisor skills in order to help our customers identify and achieve their financial goals.

Essential Job Functions:

• Provide extraordinary front end phone support to both internal and external customers with 90% or greater observation results.
• Researches and resolves customer inquiries; including providing information about bank products and services as appropriate.
• Assist with routing calls to other bank departments or branches as necessary.
• Follow up on customer service inquiries and/or requests to develop customer relationships.
• Must have the ability to work remotely as required.
• Flexible schedule required, including but not limited to working some Saturdays, holidays, and after-hours.

Other Job Functions:

• Maintain knowledge of bank products and services as well as other bank department functions to ensure quality customer service.
• Maintain strict confidentiality of customer and banking relationships.
• Work in cooperation with other departments.
• Convey attitude that will contribute to the success of the bank and to own personal success.
• Other duties as requested by their supervisor or other management representatives of the bank.
• Must comply with all bank policies and procedures that are job related and/or consistent with business necessity.

Job Requirements

Qualification Requirements:

• High school diploma or equivalent.
• 2-4 years customer service experience preferred; other banking experience desired.
• Must have a working knowledge and a desire to use Electronic Banking products… i.e. Online Banking, Bill Pay & Mobile Banking.
• Strong customer service skills, including the ability to assist customers in trouble-shooting issues with electronic devices.
• Strong ability to multi-task.

General Physical Demands and Workplace Conditions:

• Must be able to exert up to 20 pounds of force occasionally, and up to 10 pounds of force frequently, and a negligible amount of force constantly to lift, carry, push or pull or otherwise move objects within the immediate workstation.
• Must be able to walk, sit or stand frequently, up to 50% of the time.
• Must be able to tolerate encounters with coworkers and customers under the following conditions: atmospheric pollutants or allergens, including but not limited to fumes, odors, dusts, poor ventilation; changes in indoor/outdoor temperatures encountered in travel between buildings and branches.
• Other physical attributes required to successfully perform the essential functions above include finger agility, talking, and listening.