Customer Service Specialist

Job Description

It's about being real when people need you.

Are you someone that loves to lend a hand to others and does so with a kind, approachable attitude? Are you passionate about finding solutions to problems and enjoy the freedom of making those decisions? Do you genuinely enjoy helping people and want to be part of making their day better? If so, then the Customer Service Specialist role might be for you!

At Frost, it's about more than a job. It's about having a flourishing career where you can thrive, both in and out of work. At Frost, we're committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you'll become part of Frost's over 150-year legacy of providing unparalleled banking services.

Who you are:

As a Customer Service Specialist , you are our customers' first line of support in addressing their banking needs from one of our 24/7 contact centers. You'll answer inbound and outbound calls, identify the issues, and partner with other lines of business to fulfill each request. Our customer's love talking to real people located here in Texas and you will be a key asset to helping them with the assistance they need.

What you'll do:

• Once you start, you will complete Frost's Telephone Customer Service (TCS) training program. This is a 4-week, training course (Monday-Friday, 8 a.m.-5 p.m.), followed by a multi-week training and development program
• Answer inbound calls, troubleshoot issues, research accounts, and use multiple tools to fulfill customer requests
• Partner with business lines to find the best solution for each customer. Often this includes discerning the best solution for the customer and will involve independent judgement finding those solutions
• Manage competing priorities to ensure you're meeting customer needs accurately and efficiently

What you'll need:

• Flexible availability, including weekends
• Proven commitment to continuous improvement and a high attention to detail
• Excellent written and verbal communication skills
• 1+ years of experience in customer service, sales, or banking
• Experience in a customer contact center setting
• Proficiency in Microsoft computer applications

Additional Preferred Skills :

• Completion of at least 30 hours of college coursework
• Bilingual in English and Spanish

Once you start, you will:

• Participate in a comprehensive training program that provides a baseline of banking knowledge, system overviews, and customer service best-practices
• Training will take place at our One Frost campus over the course of 8 weeks Monday-Friday during the hours of 8:00am to 5:00pm
• Frost is excited to offer our customers the ability to connect with a real person 24/7. Therefore, we require that our candidates have flexible availability, including weekends
• Once training is complete, your permanent work schedule will be as determined with your recruiter during the hire process

Our Benefits:

At Frost, we care about your health, your family, and your future and strive to have our benefits reflect that. This includes:

• Medical, dental, vision, long-term disability, and life insurance
• 401(k) matching
• Generous holiday and paid time off schedule
• Tuition reimbursement
• Extensive health and wellness programs, including our Employee Assistance Program
• Referral bonus program + more!

Since 1868, Frost has dedicated their expertise to provide exceptional banking, investment, and insurance services to businesses and individuals throughout Texas. Frost is one of the 50 largest U.S. banks by asset size and is a leader in banking customer satisfaction. At Frost, it's about being part of something bigger. If this sounds like you, we encourage you to apply and see what's possible at Frost.