Customer Care Specialist

Position Summary

The Customer Care Specialist is primarily responsible for ensuring that the company's customers who initiate contact with the customer care center receives a satisfactory level of service with their requests, questions and concerns. This includes processing service request and account updates, resolving or escalating complaints, and providing information regarding banking products, policies, online services, debit cards and customer accounts.

Principal Duties and Responsibilities

1. Answer incoming calls in a high-volume call center environment; communicate directly and builds strong business relationships with customers, as well as internal and external service providers.
2. Provide timely and accurate customer service support such as processing service requests and account updates, resolving or escalating complaints and providing information regarding banking products, policies, online services, debit cards and customer accounts.
3. Meet individual and department performance objectives, standards and goals.
4. Actively identify appropriate opportunities to market additional bank products and effectively cross sells or refers customers to the appropriate sales staff.
5. Make outbound calls to customers related to the Bank's overdraft protection service.
6. Make outbound calls to customers related to customers debit card transactions.
7. Maintain current working knowledge of the Bank's policies, procedures, products and services; complies with banking and privacy laws and regulations.
8. Respond to requests submitted via email.
9. Follow up and process customer requests such as stop payments and address changes.
10. Support customers with any retail online banking questions and issues.
11. Support customers with questions and issues regarding Zelle, Digital Wallet and Transfer Now.
12. Ability to learn and adapt to new information and technology platforms.
13. Support customers with debit card inquires, including international debit card requests and debit card transaction denials.
14. Engage in projects and other activities during low call volume, such as reviewing zero balance account reports daily.
15. Provide support to all operations functions within central operations.
16. Complete appropriate call logs and/or call reports.
17. Ability to exercise discretion and handle sensitive and confidential issues.
18. Comply with federal and state regulations and all established bank policies and procedures.
19. Perform other duties as assigned.

Other Responsibilities

• Support and promote the Bank vision, mission and core values, organizational structure and policies and procedures.
• Must have excellent analysis, observation and decision-making skills.
• Excellent interpersonal and communication skills are necessary for maintaining effective relationships with board members, officers, employees, and member of the business and civic community.
• Individual should be able to work in high-pressure situations and a stressful atmosphere while remaining composed.
• Provide strong, compassionate, and visible leadership to foster positive attitudes and trust among employees, customer, and prospects.
• Comply with federal and state regulations as well as all established Bank policies and procedures.
• Other duties as assigned.

Qualifications, Education and Experience Requirements

• A self-starting individual who possesses a High School Diploma or G.E.D.
• At least one year of work experience in the customer service field or previous financial institution experience preferred but not required.
• Basic keyboarding, typing 40-50 wpm and knowledge of office equipment.
• Must have working knowledge of Excel, Word and 10-key. Experience with Microsoft Office preferred but not required.
• Must have good verbal and written communication skills to provide quality customer service.
• Mental concentration is required to perform concurrent tasks and meet deadlines while tolerating frequent interruptions.
• Must be available to work a 40-hour work week with flexible work schedule. Able to work Saturday shift, if needed.
• Bilingual in English and Spanish.
• Must be able to be physically present in the Bank to perform job duties.
• Texas Regional Bank is an equal opportunity employer.