Customer Service Center Representative

Broadway Bank; San Antonio, Northern (TX, KY); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Generous paid time off

Free vision insurance

Retirement matching

Career development and mentorship

Job summary

Broadway Bank in Texas is seeking a Customer Service Center representative to serve as the inbound point of sales and service for existing and prospective customers, while achieving individual and call center goals.

The role requires strong communication, selling ability, and knowledge of bank products. Hours and schedule support a service-oriented environment within Broadway Bank's call center framework.

Qualifications

• 1 year financial institution or customer contact, or call center experience.
• Demonstrated selling skills and abilities.
• Good verbal and written communication skills.

Responsibilities

• Answer incoming calls by communicating with existing and prospective customers to uncover financial needs.
• Acquire, expand and retain customers and refer to appropriate line of business partner.
• Process routine and complex transactions for call center customers including transfers and payments.

Skills

Communication

Sales skills

Customer service

Education

High school diploma

Tools

ACD applications

Microsoft Office

Ten-key

Platform software

Job description

Work Days: Monday - Friday & rotating Saturdays | Hours of Operation: Monday - Friday 9:00am to 6:00pm, Saturdays 9:00am to 1:00pm

Why Broadway Bank:

We are one of the largest independently owned banks in Texas with offerings in personal and private banking, wealth management, business banking and mortgage lending.

Purpose of the Position:

Acts as the inbound pointof sales and service for the Customer Service Center and offers bank productsand services to existing and prospective customers. This includes workingtowards achieving specific individual and call center goals. Works to servicecustomers in accordance with the Broadway Bank experience and ensurescompliance with all applicable bank policies, procedures, state laws andfederal regulations.

Key Accountabilities:

• Answers incoming calls by effectively communicating with existing and prospective customers through profiling to uncover financial needs.
• Demonstrate skills in acquiring, expanding and retaining customers and refer customers to the appropriate line of business partner.
• Participate in call center campaign activities.
• Deliver the distinctive customer experience aligned with the Broadway Bank Mission, Vision and Values.
• Performs outbound or follow-up calls to existing and prospective customers and works toward a first call resolution process.
• Maintain an effective level of product and program knowledge.
• Process a variety of routine and complextransactions for call center customers including transfers, loan payments,account research, maintenance and reconciliation. Role will also includedisclosing the availability of funds based on pending transactions, researchand reporting in determining fraudulent account activity, retrieving andreviewing legal documents and including account retention all in a timelymanner.
• Ensuresall customer transactions are processed in compliance with operational,technical and regulatory requirements and that all security procedures areconsistently followed.
• Complete documentation necessary to maintain open or closed deposit accounts and process loan applications.
• Performs other duties as assigned.
• Performance Measurements
  • Individual Sales Activity and Productions Goals
  • Call Center Five Star Goals
  • Call Quality
  • Adherence to Schedule within the Calabrio Scheduling software
  • Attain Certification on Bank Products and Services
  • Attain Certification on Regulatory training job requirements

Work Experience Requirements:

• 1 year financial institution or customer contact, or call center experience
• Demonstrated selling skills and abilities
• Good verbal and written communication skills
• Meet and maintain financial responsibility, character and general fitness standards along with all other established requirements for an individual Loan Originator in accordance with Regulation Z.
• Preferred Experience:
  • 1 year call center experience
  • 1 year financial services experience (not necessarily banking, but some form of financial transactions administered over the phone could work)
  • 1 year soft sales experiences
  • 1year of technology experience (either personally or professionally)

Education Requirements:

• High School diploma or equivalent

Other Requirements:

• Keyboard 35 wpm accurately and computer proficiency
• Preferred: Platform Software, Microsoft Office Suite ACD Applications, and 10 Key
• Meet and maintain financial responsibility, character and general fitness standards along with all other established requirements for an individual Loan Originator in accordance with Regulation Z.

We're a culture that offers resources to benefit your overall health and well-being:

• Career Development and Mentorship Programs
• Generous paid time off, minimum 4 weeks
• Employee recognition, awards, and events
• Free vision insurance
• Retirement matching

This job description is not designed to be a comprehensive listing of duties, responsibilities, or activities that are required for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Broadway Bankis proud to be an Equal Opportunity Employer. Broadway Bank is a drug‑free andtobacco‑free workplace, with a nicotine‑free hiring policy. All qualified applicantswill receive consideration for employment without regard to race, color, sex,sexual orientation, gender identity, religion, national origin, disability,veteran status, or other legally protected status.
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