Service Center Representative

Third Coast Bank; San Antonio (TX); On-site; USD 34,000 - 46,000; Full time

Job summary

Third Coast Bank seeks a bilingual English/Spanish service center representative to assist digital banking customers with products, services, and account information. You will build relationships and provide high-level, personal service through account maintenance and problem solving.

The ideal candidate communicates clearly, handles online/mobile banking issues, cross-sells services, and upholds customer service standards.

Qualifications

• High school diploma
• 1 year experience working in a financial institution
• 2 years experience in a call center preferred
• 2 years experience in customer service preferred
• Bilingual English/Spanish required
• Ability to use Word, Excel and Microsoft Office applications

Responsibilities

• Use computerized systems for customer authentication and information gathering
• Assist online banking customers by phone, email, and secure message
• Troubleshoot online/mobile banking issues and provide solutions
• Cross-sell products and services to generate new business
• Maintain high levels of customer service and accuracy
• Work flexible hours including weekends as needed
• Liaise with member and branch/support departments
• Handle debit/credit card related issues and activations

Skills

Bilingual English/Spanish

Education

High school diploma

Tools

Word

Excel

Microsoft Office

Job description

Position Summary

Third Coast Bank is looking for a Bilingual Spanish/English service center representative that will provide digital business and personal banking customers or prospects with products, services, and account information. This qualified individual will enjoy building client relationships and finding solutions for the customers financial needs providing high level, personal and professional service through account maintenance and problem-solving ability. We desire someone that is comfortable in this setting and has a passion to deliver an A+ customer service experience.

Essential Functions

• Use computerized systems for customer authentication, information gathering/validation and processing business as usual, as well as escalating exception transactions to senior team members.
• Assists internal and external customers with online banking services by phone, email, and secure message in an efficient, timely, and professional manner. Responsible for assisting customers with the online banking services available through their computer or mobile device.
• Help with customer needs with a focus on our Online/Mobile solutions including, bill payment research, and technical troubleshooting.
• Cross-marketing products and services to generate new business for the financial institution when appropriate.
• Serve customers in an accurate, professional, courteous, efficient manner and demonstrates the Banks customer service standards with both internal and external customers.
• Perform within a complex, multi-functional technical environment.
• Maintain a strong working knowledge of all applicable policies, procedures, and product lines for electronic banking channels. Ensures daily activities are completed in an accurate and timely manner including both operational and call center duties as assigned.
• Responsible for communicating customer enhancement requests to a lead or supervisor. Make recommendations that would enhance the customer experience or improve functionality.
• Ensures that the highest levels of customer service are provided, accurately and promptly.
• Learn to identify customers current and future financial needs.
• Adhere to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements, and policies.
• Performs other duties and projects as assigned.
• Ability to exercise discretion and handle sensitive and confidential issues.
• May be required to work weekends and/or extended hours. Regular, reliable attendance is critical.
• Previous banking experience and Call Center Experience required
• Act as liaison to member and branch/support departments
• Troubleshoot Debit and Credit card related issues including activations, fraud claims, ATM or debit card processing errors and replacement orders.
• Performs all other duties as assigned.

Job Type

This is a full-time, non-exempt position. Typical work hours are Monday through Friday, 8:00am to 5:00pm.

Travel

No travel is expected for this position.

Work Environment

This job operates in a professional office environment. This position uses office equipment such as computers, phones, copy and fax machines, calculators, filing cabinets and printers.

Physical Demands

This position will be responsible for writing, typing, speaking, listening, lifting (up to 15 pounds), and sitting for long periods of time.

Mental Demands

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.

Education and Experience

• High school diploma
• 1 Year Experience Working In a Financial Institution Required.
• 2 years experience in a call center environment preferred.
• 2 Years Experience In Customer Service Preferred.
• Must be able to multi-task, function in a fast-paced environment and be detail oriented.
• Ability to communicate effectively in both written and oral form.
• Must have the ability to use Word for Windows, Excel, and other Microsoft Office applications, as well as the ability to learn new applications quickly.
• Bilingual English/Spanish required.