Universal Customer Service Specialist

BANKPLUS; Ridgeland (MS); On-site; USD 32,000 - 42,000; Full time

Job summary

BankPlus is seeking an Universal Customer Service Specialist to assist customers with account transactions via ITM and phone in the contact center. The role rotates between areas as needed and emphasizes delivering excellent service on all BankPlus products.

The position requires strong communication skills, daily multitasking, and the ability to work outside regular hours. Bachelor’s degree preferred with 1 year of related experience in customer service or PR.

Qualifications

• Bachelor's degree preferred.
• 1 year of related experience in Customer Service, Public Relations, or Communications.
• General computer and typing experience including Excel, Word, Outlook.

Responsibilities

• Provide excellent customer service to internal and external customers.
• Process transactions via teller machine and phone according to policies.
• Protect customer and account information per privacy policies.
• Provide information on BankPlus products/services including fee schedule, e-BankPlus, CheckCards, branch information.
• Sell and cross-sell BankPlus products and services to customers.
• Handle security tasks such as closing lost/stolen CheckCards and PIN mailers.
• Balance daily transactions and verify cash totals; resolve discrepancies.
• Communicate with customers via email, web chats, and TTY service.
• Participate in team meetings and High-Performance Rewards Connections Program.
• Refer customers to Mortgage Center and Wealth Management.
• Maintain knowledge of policies, procedures, and regulatory requirements.

Skills

Customer service

Public relations

Verbal communication

Written communication

Multitasking

Decision making

Education

Bachelor's degree preferred

Tools

Microsoft Office Suite

Excel

Word

Outlook

Job description

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.