Customer Service Specialist

Customer Service Specialist

If you are someone wanting to make a difference in the communities that we serve and join one of the strongest large banks in Kansas City, then Security Bank of Kansas City has a career for you. In addition to our compensation and benefits packages, Security Bank offers full-time employees 11 paid holidays, rewarding and challenging growth opportunities, generous paid time off and discounted banking services.

Position Summary

The Customer Service Specialist delivers exceptional service to Security Bank of Kansas City customers through phone, video, and all digital communication channels. This hybrid role combines the responsibilities of a virtual teller and customer support center associate to provide timely, accurate, and courteous service. The ideal candidate is tech-savvy, customer-focused, detail-oriented, and thrives in a dynamic environment. This position fosters long-term customer relationships by delivering personalized banking solutions and education on digital tools and products. This position requires the flexibility to work in the Virtual Banking Department and Customer Support Center and adhere to the assigned hours of both departments.

Essential Duties & Responsibilities

The duties include but are not limited to the following:

• Deliver exceptional service to customers via ITM video and CSC telephone interactions.
• Assist customers with account inquiries, transaction processing, and online banking support.
• Identify and act on cross-sell opportunities and refer to appropriate banking partners.
• Balance virtual cash drawer using ITM software and process financial transactions accurately.
• Educate customers on digital services such as mobile banking, online bill pay, digital wallet, debit cards and e-statements.
• Maintain confidentiality and adhere to all regulatory, compliance, and bank policy standards.
• Adhere to all hold policies on check deposits under Regulation CC and any internal bank standard operating procedures or guides.
• Recognize and report unusual account activity or suspected fraud.
• Maintain working knowledge of bank products and services.
• Support marketing and customer engagement initiatives through informed communication.
• Work on-site and remotely as scheduled by management.
• Perform other duties as assigned.

Required Skills & Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent required.
• Minimum 1 year of experience in banking, customer service, or call center preferred.
• Strong verbal and written communication skills.
• Comfortable using computers, internet browsers, and banking software.
• Ability to multi-task in a fast-paced environment.
• Customer-focused mindset with excellent problem-solving skills.
• Strong attention to detail and ability to follow procedures accurately.
• Professional demeanor and appearance.
• Reliable attendance and punctuality are essential.

Valued, but not required skills & experience

• Bilingual in English/Spanish

Physical Demands & Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this job, the employee is regularly required to walk, talk, see and hear. The general level of physical activity would be defined as sedentary. The employee is occasionally required to stand and frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Regular attendance and punctuality are necessary and essential functions.
• Cognitive/Mental Requirements: While performing the duties of this job, the employee is required to comprehend and use basic language, either written or spoken, to communicate information and ideas, both simple and complex. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations; also requires use of problem-solving skills including formulating and applying appropriate course of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying and dividing or more complex quantitative calculations.
• Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building. The noise level in the work environment is minimal.

Accommodations will be made to allow for meeting requirements when it does not place an "undue hardship" on Security Bank of Kansas City.

Statements included in this job description are intended to describe the general nature and level of work performed by the employee(s) assigned to this job. The statements are not intended to be construed as an exhaustive list of responsibilities, duties and skills required.

Security Bank of Kansas City is an Equal Opportunity/Affirmative Action employer.