Universal Customer Service Specialist

Socket.dev; Ridgeland (MS); On-site; USD 32,000 - 42,000; Full time

Job summary

BankPlus is seeking a Universal Customer Service Specialist to assist customers with account transactions via ITM and phone, delivering excellent service while promoting BankPlus products. The role rotates between ITM support and contact center duties as needed, maintaining high standards of accuracy and privacy.

The ideal candidate has 1 year of related experience, strong communication skills, and proficiency with Microsoft Office.

Qualifications

• Bachelor’s degree preferred.
• 1 year of related experience in Customer Service, Public Relations, or Communications.
• Proficient with Microsoft Office Suite (Excel, Word, Outlook).
• Excellent verbal and written communication skills.

Responsibilities

• Assist customers with account transactions and requests via ITM and contact center.
• Provide information on BankPlus products and services and promote cross-sell opportunities.
• Protect customer and account information per privacy and bank policies.
• Handle inquiries via email, web chat, and other channels as needed.
• Attend team meetings and participate in bank reward programs.

Skills

Customer service

Communication

Typing

Microsoft Office

Education

Bachelor’s Degree preferred

Tools

Excel

Word

Outlook

Job description

At BankPlus, we strive to add value for our employees, customers and shareholders. We are a high-performing TEAM committed to fulfilling promises, building lasting relationships, and making dreams come true.
All current employees must have a performance rating of Outstanding or High-Performing to be eligible to post for a position.

General Position Scope:

Responsibilities focus on assisting customers with account transactions and requests received via the Interactive Teller Machine (ITM) and via phone in the contact center. This position will rotate between these areas on an as-needed basis. The Universal Customer Service Specialist is responsible for providing excellent customer service to internal and external customers on all BankPlus products and services.

Duties and Responsibilities:

• Provide the best possible service to all customers. Greet customers with a friendly and confident demeanor. Speak clearly during interactions, show enthusiasm, and maintain a professional appearance.
• Processes transactions via teller machine and telephone accurately and efficiently in accordance with established policies and procedures.
• Protect customer and account information by following privacy policies and bank policies/procedures.
• Provide information and assistance on all BankPlus products and services, including fee schedule, CallPlus, e-BankPlus, CheckCards, branch information, i.e. location, hours.
• Sell and cross-sell BankPlus products and services to new and existing customers.
• Close lost or stolen CheckCards, request PIN mailers and handle telephone transfers, stop payments, check reorders, etc. for customers.
• Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions.
• Verifies transactions and resolves discrepancies.
• Correspond with customers via [e-mail] e-mails, web chats, and myTTY service for hearing impaired customers.
• Responsible for customer call backs and research.
• Provide information on advertised promotions and sponsorships bank wide.
• Attend and participate in team meetings.
• Perform other duties as assigned.
• Participate in the bank’s High-Performance Rewards Connections Program.
• Make referrals to Mortgage Center and Wealth Management.
• Maintain a thorough knowledge of Bank products, services, policies, procedures, and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Complete required compliance training and adhere to the Bank’s standard of conduct.

Position Requirements:

• Bachelor’s Degree preferred.
• One (1) year of similar or related experience in Customer Service, Public Relations, or Communications
• General computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook
• Excellent verbal and written communication skills
• Extensive reading as needed.
• Work outside of regular business hours, as deemed necessary.
• Ability to make difficult decisions and handle multiple tasks with daily deadlines.

BankPlus is an Equal Opportunity Employer and does not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.