Customer Service Rep - Level 1

VeraBank; Longview (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

VeraBank in Longview, TX is seeking a Customer Contact Center Representative I to professionally handle inbound calls, after hours tickets and customer emails, delivering satisfactory banking outcomes. You will proactively promote bank products, assist with online banking, and maintain customer confidentiality while logging interactions in the nCino CRM system.

Window for growth includes cross-training, teamwork, and adherence to banking regulations; strong communication and time-management

Qualifications

• Excellent oral and written communication skills.
• Ability to sell, cross-sell and refer bank products and services.
• Ability to work independently and as part of a team with good time management.
• Proficient with personal computer and spreadsheet software.

Responsibilities

• Professionally respond to inbound calls, after hours tickets and emails about account inquiries and product information.
• Handle requests such as account balances, pending checks, and transaction research.
• Maintain debit card services including PIN changes, card replacements, and issues diagnosis.
• Assist with electronic access and online banking support; eStatement enrollment, mobile app and VRU.
• Log calls and open cases in the nCino CRM; pursue opportunities to grow customer relationships.

Skills

Communication skills

Sales ability

Teamwork

Time management

Education

High School Diploma or Equivalent

Job description

JOB TITLE: Customer Contact Center Representative I

DEPARTMENT: CUSTOMER CONTACT CENTER

SUPERVISOR CALL CENTER MANAGER

FLSA STATUS: NON-EXEMPT

DATE: August 13,2024

_____________________________________________________________________________________

JOB PURPOSE

Responsible for independently assessing and processing inbound calls, after hours support tickets and customer email queries to accomplish a satisfactory result for the customer and the bank. Proactively sells, cross-sells and refers bank products and services.

DUTIES AND RESPONSIBILITIES

• Professionally responds to inbound calls, after hours support tickets and customer email queries concerning account inquiry questions, product and service information, bank policy and various customer requests as indicated below:
• Account balances
• Pending checks and transaction research
• Statement research
• Debit card maintenance: clear PIN, travel notes, limit increases (maximum $5,000.00 without additional approval), order consumer and replacement cards, activate replacement cards & diagnose debit card issues
• Change of address
• Assist customers with electronic access and online banking support; including eStatement enrollment, mobile app and VRU
• Order printed checks
• Close accounts
• Telephone transfers
• Submit requests for mobile deposit increases
• Stop payments
• Verify official checks
• Use DocuSign service
• Cross train for ITM/Video Teller
• Log calls and open cases using the nCino CRM system
• Actively pursues opportunities to establish new relationships and expand existing customer relationships.
• Accurately completes necessary paperwork within established guidelines to complete and support the customer’s requested services.
• Efficiently interprets and explains bank charges, policies, procedures, special programs and rates in non-bank terms to ensure customer understanding of information being communicated.
• Maintains compliance with various banking regulations.
• Advises management of irregular or recurring problems and suggests improvements to better service the customers.
• Maintains the customer’s confidentiality.
• Proficient in the bank’s core computer system.

CONTACTS

Daily contact with bank customers, supervisors, co-workers, other bank departments and managers.

SPECIFIC REQUIREMENTS

• High school diploma or equivalent experience.
• Excellent oral and written communication skills.
• Ability to sell, cross-sell and refer bank products and services.
• Ability to work independently and as a team with excellent time management skills.
• Knowledge of personal computer and related work processing and spreadsheet software.

PREFERRED REQUIREMENTS

• Two to three years experience in a call center environment.
• Two to three years experience in a bank operations area.
• Ability to quickly learn and effectively use various types of evolving technologies to service customers.
• Familiar with the bank’s core accounting system.
• Comprehensive knowledge of banking rules and regulations.
• Detail oriented.
• Knowledge of various banking departments.

PHYSICAL REQUIREMENTS

Office setting with moderately varied desk-oriented activity, with fatigue being relieved by opportunities to stand and move around in a comfortable environment.

NOTICE

• This job description in no way states or implies that these are the only tasks to be performed by the incumbent occupying this position. The incumbent will be required to follow any other instructions and to perform any other job-related duties.
• Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform in this position successfully, the incumbent will possess the abilities and aptitudes to perform each task proficiently.
• Ability means to possess and apply both knowledge and skill
• This position description has excluded the marginal or peripheral functions that are incidental to the performance of primary functions. All requirements are essential to the function of the position.
• This job description describes the minimum selection requirements to qualify for the position. However, promotion and other employment decisions are also based on Bank needs, being in good standing, fully competent performance, and other non-discriminatory issues.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
• This position description does not create an employment contract, implied or otherwise, other than an at will employment relationship.