Customer Service Center Representative

Customer Service Center Representative

Division: Customer Engagement

Work Days: Monday - Friday & rotating Saturdays | Hours of Operation: Monday - Friday 9:00am to 6:00pm, Saturdays 9:00am to 1:00pm

Why Broadway Bank:

We are one of the largest independently owned banks in Texas with offerings in personal and private banking, wealth management, business banking and mortgage lending.

Purpose of the Position:

Acts as the inbound point of sales and service for the Customer Service Center and offers bank products and services to existing and prospective customers. This includes working towards achieving specific individual and call center goals. Works to service customers in accordance with the Broadway Bank experience and ensures compliance with all applicable bank policies, procedures, state laws and federal regulations.

Key Accountabilities:

• Answers incoming calls by effectively communicating with existing and prospective customers through profiling to uncover financial needs.
• Demonstrate skills in acquiring, expanding and retaining customers and refer customers to the appropriate line of business partner.
• Participate in call center campaign activities.
• Deliver the distinctive customer experience aligned with the Broadway Bank Mission, Vision and Values.
• Performs outbound or follow-up calls to existing and prospective customers and works toward a first call resolution process.
• Maintain an effective level of product and program knowledge.
• Process a variety of routine and complex transactions for call center customers including transfers, loan payments, account research, maintenance and reconciliation. Role will also include disclosing the availability of funds based on pending transactions, research and reporting in determining fraudulent account activity, retrieving and reviewing legal documents and including account retention all in a timely manner.
• Ensures all customer transactions are processed in compliance with operational, technical and regulatory requirements and that all security procedures are consistently followed.
• Complete documentation necessary to maintain open or closed deposit accounts and process loan applications.
• Performs other duties as assigned.
• Performance Measurements:
• Individual Sales Activity and Productions Goals
• Call Center Five Star Goals
• Call Quality
• Adherence to Schedule within the Calabrio Scheduling software
• Attain Certification on Bank Products and Services
• Attain Certification on Regulatory training job requirements

Work Experience Requirements:

• 1 year financial institution or customer contact, or call center experience
• Demonstrated selling skills and abilities
• Good verbal and written communication skills
• Meet and maintain financial responsibility, character and general fitness standards along with all other established requirements for an individual Loan Originator in accordance with Regulation Z.
• Preferred Experience:
• 1 year call center experience
• 1 year financial services experience (not necessarily banking, but some form of financial transactions administered over the phone could work)
• 1 year soft sales experiences
• 1 year of technology experience (either personally or professionally)

Education Requirements:

• High School diploma or equivalent

Other Requirements:

• Keyboard 35 wpm accurately and computer proficiency
• Preferred: Platform Software, Microsoft Office Suite ACD Applications, and 10 Key
• Meet and maintain financial responsibility, character and general fitness standards along with all other established requirements for an individual Loan Originator in accordance with Regulation Z.

We're a culture that offers resources to benefit your overall health and well-being:

• Career Development and Mentorship Programs
• Generous paid time off, minimum 4 weeks
• Employee recognition, awards, and events
• Free vision insurance
• Retirement matching
• Tuition reimbursement

This job description is not designed to be a comprehensive listing of duties, responsibilities, or activities that are required for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Broadway Bank is proud to be an Equal Opportunity Employer. Broadway Bank is a drug-free and tobacco-free workplace, with a nicotine-free hiring policy. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. Member FDIC