Part-Time Customer Xperience Representative

Paycom - ATS; Idalou (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

City Bank is seeking a dedicated CXR to handle all customer account issues, including online banking, debit cards, and loan payments, with attention to detail and confidentiality. The role requires Saturdays on a rotating basis and calls are recorded for training and recognition.

You will work with city bank systems, log calls in Synapsys, and collaborate with managers to meet department goals. Must have prior banking experience, strong problem-solving skills, and a customer-first mindset.

Qualifications

• Banking experience required with attention to detail.
• High level of customer service and confidentiality.
• Ability to problem solve quickly and call handling proficiency.
• Good listening and communication skills for handling customer inquiries.

Responsibilities

• Answer incoming calls in queue or from transfers regarding account issues (balances, NSF, fees, stop payments, returns, overdraft, debit cards, online/mobile banking, loan payments).
• Understand City Bank systems and programs used daily for CX operations.
• Log each call into the Synapsys system and follow quality procedures.
• Escalate complex issues to specialists, team lead, or manager as needed.
• Participate in ongoing training and cross-training for PBX; adhere to all policies.

Skills

Banking experience

Customer service

Attention to detail

Call handling

Problem solving

Tools

Synapsys

PBX

Job description

*Preferred availability on Saturdays from 9 AM - 1 PM.*Prior banking experience is required with attention to detail. CXR's will handle all areas of customer account issues, online banking, mobile banking, loan payments, debit cards and disputes and fraud. Must be able to problem solve quickly while providing a high level of customer service and maintain confidentiality in dealing with customer sensitive information. CXR must understand that calls are recorded for training purposes and recognition. Must follow all policies and procedures of city bank and report all personal, customer related, and technical issues to the manager. Must meet team goals and support upper management goals for the department and bank. CXR must be on time and ready to answer busy incoming calls from customers from all branches. Hours consist of 8-5AM or 9-6AM, with a rotating Saturday. Must call the manager if not able to be at work or going to be late.Essential DutiesAnswer incoming calls in queue or from transferred calls from internal bank employees regarding customer problems or inquiries on account issues, including but not limited to: balances, NSF, fees, stop payments, returns, over draft, debit cards, online banking, mobile banking products, loan payments and processes, new and closing of accounts, maintenance of accounts.Understand all City Bank systems and programs used on daily basis for CXC.Confidential information on customers is kept in secure place or if ready for discard then placed in the document bend to be destroyed.Take initiative for ongoing training offered by City Bank.Take initiative to understand products and make quality C/X referrals.Customer service is priority; use proper phrases, courteous, friendly and pleasing tones.Calls are recorded and randomly pulled weekly for quality measure following a score sheet and used for training and for personal reward and recognition.Log each call into Synapsys.Clearly listen and understand the customer or other CXR's needs, seek help for correct answer through our intranet, manager, upper management or help desk.Listen to own calls to increase quality calls.Be a team player, lead by example, adapt to change, participate in team meetings, be supportive in upper management suggestions for the betterment of the department.May be asked to be cross trained for the PBX.Escalations to either CXR specialist, CXR team led or CXR manager.CXR's are reviewed after the first 90 days, at year and any time a problem should arise. Calls may be reviewed daily.Equal Opportunity Employer/Veterans/Disabled