Call Center Representative - ROC

Job Description

Job Description

This position is located in office at the Richardson Branch - 1100 Centennial, Richardson, TX 75081

The Call Center Representative is responsible for providing quality customer service through inbound and outbound calls with a thorough understanding of our products and services to provide the best customer experience.

Essential Functions/Job Responsibilities

• Respond to customer inquiries regarding banking products and services by phone, and online messages.
• Answer customer questions regarding account information, transactions, balances, and other banking related topics .
• Assist customers with online banking access and resetting passwords, mobile deposits, bill payments, and debit card replacements, disputes, and daily limit increases.
• Process customer requests for account transfers, withdrawals, and other transactions.
• Handle customer complaints in a professional manner and escalate issues as needed.
• Provide information about banking products such as credit cards, loans, and investment opportunities.
• Process payments and deposits for customers accurately and in a timely manner.
• Follow established procedures for customer authentication and account verification.
• Research customer inquiries and provide accurate and detailed information.
• Update customer records and accounts in the system.
• Assist branch staff with customer inquiries and manage request ticketing system.
• Maintain a high level of customer service and professionalism at all times.
• Ensures compliance with established Bank policies and procedures.  Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and related laws as they pertain to the Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering and Customer Information Program.

Job Requirements

• High school diploma or equivalent
• 1+ years of banking and customer service
• Familiarity with banking products and services.
• Knowledge of regulatory standards and compliance procedures
• Exceptional written and verbal communication and problem-solving skills
• Proficient in the use of banking software applications and computer systems, including Microsoft Office applications
• Ability to:
  • Prioritize tasks.
  • Handle customer inquiries with patience and professionalism
  • Work independently and as part of a team. Work in a fast-paced environment.

Equal Opportunity Employer/Protected Veteran/Disability