Customer Care Center

Job Description

Job Description

We are seeking a member for our Customer Care Center for our San Antonio office.

Job Summary

The Customer Care Center Representative serves as a primary point of contact for customers, delivering exceptional service through phone support and back-office processing. This role is responsible for answering and directing calls, assisting customers with account-related inquiries, and providing solutions that make banking more convenient. A critical function of this position is the handling of all Debit Card and ACH disputes, including timely documentation, tracking, provisional credits, and investigation management.

Essential Job Functions

Customer Service & Call Handling

• Answer incoming customer calls promptly and professionally
• Provide accurate account information, including balances, transaction history, and general product information
• Transfer calls to appropriate departments when needed
• Respond to customer questions and concerns with professionalism, empathy, and care
• Identify customer needs and offer solutions to improve their banking experience

Debit Card & ACH Dispute Management (High Priority Function)

• Accept and initiate all Debit Card and ACH disputes in compliance with applicable regulations
• Obtain required customer information and documentation accurately and timely
• Track disputes through completion and ensure all deadlines are met
• Send required documentation and correspondence within regulatory timeframes
• Process and communicate provisional credits when applicable
• Work collaboratively with internal departments and external vendors to complete investigations
• Provide clear updates to customers regarding dispute status and resolution

Operational & Off-Phone Duties

• Perform daily balancing and other assigned operational tasks
• Maintain accurate records and documentation
• Assist with additional back-office functions as needed
• Ensure adherence to bank policies, procedures, and regulatory requirements

Customer Experience & Solutions

• Deliver consistently high-quality customer service
• Educate customers on services and tools that make banking easier and more convenient
• Demonstrate ownership of customer issues through follow-up and resolution

Equipment / Software:

• Windows Computer
• Microsoft Word, Excel, and Outlook
• Polycom phone system
• Scanner/copier

Required skills:

• Excellent verbal and active listening skills
• Ability to communicate clearly, professionally, and calmly
• Strong customer service mindset with a solutions-oriented approach
• Ability to explain banking information in plain, easy-to-understand terms
• Empathy and patience when handling frustrated or concerned customers
• Analyze details to make a sound decision
• Ability to work in a fast-paced environment

Time management

• Professional demeanor and positive attitude
• Willingness to learn and adapt to changing procedures or regulations
• Ability to work collaboratively with coworkers, supervisors, and other departments
• Open to feedback and receptive to coaching or process improvements

Education:

High School Diploma

Experience:

Customer Service: 2 years (Preferred)

Financial Services: 2 years (Preferred)

Benefits:

Yoakum Bank is a competitive employer and provides many benefits from a choice of insurance coverages, Paid Time Off, company-matched 401k contributions.

Who we are:

Yoakum Bank was chartered in 1890 and remains to this day a full-service, local financial institution, focused on providing banking services and personal loans to individuals and small business owners in Texas, particularly in the Yoakum, Odessa/Midland, Katy, Ganado, and Edna markets.  We are in the growth mode and expect to be growing substantially in size, reach, and range of services over the next several years.

Yoakum Bank conducts employment background checks that may be used for decisions related to employment with Yoakum Bank. Standard background checks performed on final candidates include past employment verifications, criminal history checks on convictions, outstanding arrest warrants within the past seven years and a credit check. Additional background checks relevant to the role may include a motor vehicle registration check. Applicants must be currently authorized to work in the United States on a full-time basis.