Customer Service Telephone Representative

Austin Bank; Longview (TX); On-site; USD 30,000 - 42,000; Full time

Job summary

Austin Bank in Longview, TX is seeking a Customer Service Telephone Representative to greet customers and provide superior service, resolving inquiries and cross-selling banking products.

You will comply with BSA/CIP requirements, use bank systems to access information, and maintain confidentiality while supporting a teamwork-oriented branch.

Qualifications

• Diploma or better; education preferred.
• Advanced customer service and computer skills preferred.

Responsibilities

• Greet customers and provide superior customer service.
• Provide information on Austin Bank products and services and cross-sell when appropriate.
• Follow regulatory requirements (BSA/CIP) and uphold confidentiality.
• Use bank systems to access information and resolve customer inquiries.
• Collaborate with colleagues to deliver excellent service and achieve branch goals.

Skills

Customer service

Computer skills

Education

Diploma or better

Job description

Customer Service Telephone Representative

Includes the following: Other duties may be assigned.

Employee is responsible to understand and comply with regulatory requirements for financial transactions, most specifically Bank Secrecy Act (BSA) and Customer Identification Program (CIP) as it relates to specific job functions.

Exhibits superior customer service as an Austin Bank team member. Demonstrates high quality relationship building techniques to ensure the customer receives the best possible solution to his banking and financial needs. Helps promote a loyal relationship between the customer and Austin bank.

Participates in developing a teamwork atmosphere with co-workers as part of department/branch location by attending meetings, participating in discussions, treating co-workers with respect and courtesy, and contributing to departmental goals.

Has a responsibility to stay abreast of company communications by reading publications, announcements and company e-mails, etc. Takes advantage of appropriate communication channels regarding bank related business matters.

Develop personal skills and capabilities through on-going training, as provided by the company or elsewhere subject to Company approval.

Uphold and safeguard the organizations values particularly relating to ethics, integrity, and confidentiality both internally and externally.

Greets customers and provides superior customer service.

Cooperates with fellow workers and supervisors to provide superior customer service to the Bank’s customers and employees.

Provides information to callers about Austin Bank products and services, including but not limited to deposit products, loan products and electronic banking products. Sells or cross-sells as the opportunity arises.

Utilizes definitive questions to accurately and rapidly determine the true needs of the caller and either provides the requested information, resolves the issue or determines the specific employee or department that must be contacted to properly address the customer’s request or issue.

Uses acquired knowledge, product and services guides and other reference materials to assist in properly providing information and services to callers.

Possesses the knowledge, or ability to rapidly acquire such knowledge, to utilize the Bank’s hardware and software systems to access the information or perform the research and/or maintenance to properly service the Bank’s customer base.Uses professionalism, courtesy and tact to work with the Bank’s employees and customers, even potentially irate customers, striving to resolve the immediate issue and ensuring the customer’s confidence in Austin Bank, if at all possible. Maintains confidentiality at all times.

Reports to work regularly and promptly.

Enhances professional growth and development through participation in educational programs, current literature, and in-service meetings, etc.

Maintains established department and Bank policies, procedures and objectives and quality assurance.

Qualifications

Preferred

CUSTOMER SERVICE

Advanced

COMPUTERSKILLS

Advanced

Education

Preferred

Diploma or better.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.