Part-Time Customer Xperience Representative

City Bank; Lubbock (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

City Bank is seeking a Customer Experience Representative (CXR) to handle a variety of customer account issues, online and mobile banking assistance, and loan payments. The role requires prior banking experience, attention to detail, and a strong commitment to confidentiality and quality service.

The position includes 8–5 or 9–6 hours with a rotating Saturday, and a focus on meeting team and department goals.

Qualifications

• Prior banking experience with attention to detail.
• Excellent customer service and confidentiality.
• Ability to problem solve quickly while handling sensitive information.

Responsibilities

• Answer incoming calls regarding customer account issues (balances, fees, debit cards, online/mobile banking, loan payments).
• Understand City Bank systems and programs used daily.
• Log each call into the system and maintain documentation.
• Support team goals and participate in team meetings.
• Escalate to CXR specialist or manager as needed.
• Be on time and ready to work with rotating Saturdays.

Skills

Banking experience

Attention to detail

Customer service

Problem solving

Team player

Tools

Synapsys

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 Duties

1. Answer 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.

2. Understand all City Bank systems and programs used on daily basis for CXC.

3. Confidential information on customers is kept in secure place or if ready for discard then placed in the document bend to be destroyed.

4. Take initiative for ongoing training offered by City Bank.

5. Take initiative to understand products and make quality C/X referrals.

6. Customer service is priority; use proper phrases, courteous, friendly and pleasing tones.

7. Calls are recorded and randomly pulled weekly for quality measure following a score sheet and used for training and for personal reward and recognition.

8. Log each call into Synapsys.

9. 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.

10. Listen to own calls to increase quality calls.

11. 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.

12. May be asked to be cross trained for the PBX.

13. Escalations to either CXR specialist, CXR team led or CXR manager.

14. 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