E- Services Associate (Full Time) - Plano Ops

Prosperity Bank and Trust Co; Plano, Northern (TX, KY); On-site; USD 38,000 - 46,000; Full time

Job summary

Prosperity Bank and Trust Co in Plano, TX seeks a Full Time Specialist NonExempt to handle chats and emails from customers, resolve complex issues, and promote the bank professionally.

The role requires a high school diploma, two years' experience in customer service or financial services, typing 55 wpm, and strong communication and computer skills. Some overtime may be required.

Qualifications

• Typing 55 wpm or more required.
• Excellent communication and public relations skills.
• Excellent computer skills.
• Well organized and able to work under pressure.

Responsibilities

• Resolve chats and emails from internal and external customers.
• Assist management in supervising Customer Service Center Representatives and training staff.
• Handle complaints professionally and provide resolutions benefiting the customer and the Bank.
• Explain Bank products and services and assist in opening/maintaining accounts and loans.
• Maintain confidentiality and professional reputation while adhering to Bank policies.

Skills

Typing 55 wpm

Excellent communication

Excellent computer skills

Well organized

Ability to work under pressure

Overtime as needed

Education

High School Diploma or GED

Two years customer service/financial services experience

Job description

Full Time Specialist NonExempt Plano Operations, Plano, TX, US

Hours: Monday - Friday 7:00 AM - 7:00 PM. (may vary)

40 hours per week

POSITION PURPOSE

Responsible for the resolution of chats, and emails from both internal and external customers. Will perform a wide variety of complex and technical tasks associated with customer transactions within specified time and quality parameters. Additional responsible to promote the image of the Bank in a professional and positive manner.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Assumes responsibility for the effective and professional performance of financial service functions.
• Assist Management in supervising the Customer Service Center Representatives.
• Handles complaints in a professional manner.
• Professional and promptly handles escalated chats or calls and provides customer resolution to benefit the customer as well as the Bank.
• Assist Management in coaching and training of personnel.
• Takes ownership and ensures timely responses and resolutions of all customer issues, both internal and external through chat and email.
• Performs various account maintenance and transactions related to customer information and or products.
• Remains proficient for numerous products and services of the Bank, including but not limited to:
  • Consumer Internet Banking
  • Consumer Bill Pay
  • External Transfers
  • E-Statements
  • Debit Cards
  • Consumer Loans
  • Account Servicing (Stop Payments, Adjustments, refunds, address changes, etc.)
  • Research
  • Deposit Products
• Attend various product knowledge and customer service training classes - both online and in a classroom setting.
• Ensure optimum knowledge of all systems used by E-Services.
• Answers questions and solves problems for customers by reading, collecting data, and securing answers.
• Presents and explains Bank products and services to customers and assists in meeting their financial needs including the following: opening, closing, and maintaining checking, savings, time deposit, and individual retirement accounts as well as working with safe deposit boxes, savings bonds, credit cards and consumer loans.
• Consistently strives to meet the Customer Service Center’s E-Service quality goals.
• Maintains and projects the Bank's professional reputation, while adhering to the Bank policies.
• Other duties as assigned.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
• Keeps management informed of problems.
• Maintains a professional working relationship with all associates in the Customer Service Center.

3. Assumes responsibility for related duties as required or assigned.

• Assists other departments, as necessary.
• Keeps work area clean, secure, and well maintained.
• Maintains the privacy of customer information.

SUPERVISORY RESPONSIBILITIES

This role has no supervisory responsibilities.

PERFORMANCE MEASUREMENTS

1. Financial service functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.

2. Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved.

3. Accurate and complete information about Bank products and services is provided to customers.

4. Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Management is informed of activities.

5. Consistently meets established call quality standards.

6. The Bank's professional reputation is conveyed and maintained.

QUALIFICATIONS

EDUCATION/CERTIFICATION:High School Diploma or GED.

REQUIRED KNOWLEDGE: Knowledge of the Bank products, services, and policies/procedures.

EXPERIENCE REQUIRED: Two years of related experience and/or training; or the equivalent combination of education and experience. Work related experience must consist of customer service or the financial services industry.

SKILLS/ABILITIES

Must be able to type 55 wpm or more to qualify for this position.

A test will be administered.

Excellent communication and public relations skills.

Excellent computer skills.

Well organized.

Ability to work well under pressure.

Ability to work overtime as needed or required.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

TALKING:Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING:Able to hear average or normal conversations and receive ordinary information.

AVERAGE VISUAL ABILITIES:Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH:Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.(Almost all office jobs.)

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:Ability to apply common sense understanding to carry out detailed but uninvolved instructions, and to deal with problems involving a few variables.

MATHEMATICS ABILITY:Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money;and

operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).

LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.

Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.

Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.