Banking Customer Care Specialist

2 weeks ago


Longview, Texas, United States Austin Bank Full time

Customer Support Representative

Job Category: Austin Bank Job Family Requisition Number: CUSTO01689

Job Overview

Key Responsibilities:

The following duties are essential and may include additional tasks as assigned:

The employee must understand and adhere to regulatory standards for financial transactions, particularly the Bank Secrecy Act (BSA) and Customer Identification Program (CIP) relevant to their job functions.

Exhibits exceptional customer service as a member of the Austin Bank team. Demonstrates effective relationship-building techniques to ensure customers receive optimal solutions for their banking and financial requirements, fostering loyalty between the customer and Austin Bank.

Contributes to a collaborative team environment with colleagues by participating in meetings, engaging in discussions, treating co-workers with respect, and supporting departmental objectives.

Maintains awareness of company communications by reviewing publications, announcements, and company emails. Utilizes appropriate communication channels for bank-related matters.

Enhances personal skills and knowledge through ongoing training provided by the company or other approved sources.

Upholds the organization's values, particularly regarding ethics, integrity, and confidentiality, both internally and externally.

Welcomes customers and delivers outstanding customer service.

Collaborates with colleagues and supervisors to ensure superior service for the bank's customers and employees.

Provides callers with information about Austin Bank's products and services, including but not limited to deposit accounts, loan options, and electronic banking services. Engages in selling or cross-selling when opportunities arise.

Employs targeted questions to swiftly and accurately identify the caller's needs, providing the requested information, resolving issues, or directing them to the appropriate employee or department for assistance.

Utilizes knowledge, product guides, and reference materials to effectively provide information and services to callers.

Possesses the knowledge or the ability to quickly acquire knowledge to use the bank's hardware and software systems to access information or perform necessary research and maintenance to serve the bank's customer base effectively. Maintains professionalism, courtesy, and tact when interacting with bank employees and customers, including potentially upset customers, striving to resolve issues and maintain customer confidence in Austin Bank.

Regularly and promptly reports to work.

Promotes professional growth and development through participation in educational programs, current literature, and in-service meetings.

Adheres to established departmental and bank policies, procedures, objectives, and quality assurance standards.

Qualifications

Skills:

Preferred:

CUSTOMER SERVICE: Advanced

COMPUTER SKILLS: Advanced

Behaviors:

Motivations:

Education:

Preferred:

High School Diploma or equivalent.

Experience:

Licenses & Certifications:



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