Customer Service Representative I

Lone Star National Bank; Pharr (TX); Sur place; USD 19 000 - 28 000; Plein temps

Avantages offerts par ce poste

Differential pay

Résumé du poste

Lone Star National Bank in Pharr, TX is seeking a Customer Service Representative to handle inbound calls with a courteous, professional approach. You will resolve questions, assist with banking products, and maintain accurate records while complying with applicable laws.

The role requires bilingual English/Spanish communication, strong problem-solving, and the ability to multitask in a fast-paced call center environment. Flexibility to work varied shifts may apply.

Qualifications

• High school diploma or GED required with 6+ months in customer service.
• Bilingual English/Spanish required with strong verbal and written skills.
• Excellent communication and problem-solving abilities.
• Ability to multitask and adapt to changes in a fast-paced environment.

Responsabilités

• Answer inbound customer inquiries in a courteous, responsive manner.
• Cross-sell bank products and refer to appropriate units as needed.
• Maintain reports, records, and files related to call center operations.
• Follow bank policies, risk controls, and regulatory requirements.

Connaissances

Customer service

Bilingual English/Spanish

Communication

Multitasking

Formation

High School Diploma or GED

Outils

MS Office

Description du poste

JOB SUMMARYThe Customer Service Representative answers inbound customer telephone inquiries in a responsive and courteous manner.ESSENTIAL DUTIESThe duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties, as assigned, including cross training across other departments, as necessary.Resolves customer questions and problems regarding the bank’s portfolio of products and services and other miscellaneous customer service requestsCompletes and maintains related reports, records, and filesActively cross-sells bank products and servicesMakes referrals to appropriate bank business unitsProvides support to all operations functions within the Call CenterParticipates in job specific training and other various Bank training programs, as necessaryMaintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policyMaintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operationsMaintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AMLThese specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.A self-starting team player who possesses a High School Diploma or G.E.D. and at least six months of previous experience working in a customer service department, or similar operationPossess exceptional customer service and communication skills, and the ability to multitask and adapt to change quicklyMust be PC literate with knowledge of spreadsheet, word processing, and internet.Excellent verbal communication, organizational, interpersonal, and customer relations skills are necessaryMust have good problem-solving skillsAttention to detail and mental concentration are necessary for accurately performing tasks while working at the computer for long periods of timeMust be bilingual in English and SpanishMust be able to work a flexible schedule Monday through Friday 7:30 a.m. – 9:00 p.m. including Saturdays from 9:00 a.m. to 6:00 p.m. and Sundays 12:00 p.m. – 6:00 p.m.Monday through Friday from 6 p.m. – 9 p.m. earn an extra $2.00 per hour in differential pay.Saturday and Sunday from 12 p.m. – 6 p.m. earn an extra $2.00 per hour in differential pay.One year of previous banking or call center experience is preferredORGANIZATIONThis position reports to the Call Center SupervisorThis position does not oversee other positionsTRAINING REQUIREMENTSAll employees are required to attend scheduled mandatory trainings and complete online regulatory compliance training courses applicable to their specific job function. In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements will be grounds for disciplinary action, including probation and possible termination.COMMUNITY INVOLVEMENTLone Star National Bank’s Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity. All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.Lone Star National Bank’s Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity. All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.ATTENDANCEPunctuality and regular attendance should be regarded as essential functions of any position at Lone Star National Bank.Among other things, \"good attendance habits\" mean the following:Be at your workstation ready for work by the start of each workdayRemain at your workstation, unless the needs of the job require being elsewhere, except during authorized breaks (including restroom breaks)Take only the time normally allowed for breaksCall in and notify your supervisor or another member of management if you are going to be either absent or tardyAlternate work arrangements such as telecommuting or working from home are not permitted by Lone Star National BankLSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.Management reserves the right to change this position description at any time according to business needs.