Customer Experience Specialist-Online Messaging

Take the next step toward your new career today

Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country

The Customer Experience Specialist - Online Messaging is responsible for supporting the Customer Experience Center with account service requests and responding to customer inquiries via online channels.

Key Responsibilities

• Provide first point of contact for customers with account or technical issues via online channels.
• Responds to a large volume of routine to moderately complex customer service inquiries.
• Research and resolves consumer inquiries via email, chat, mail or phone.
• Provides accurate, timely, and professional responses to service requests, chats & emails within set guidelines.
• Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from multiple systems when account information is incomplete; purging files to eliminate duplication of data.

Competencies Required

• Strong attention to detail and high concern for data accuracy.
• Typing speed and accuracy.
• Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
• Ability to learn multiple banking systems, including Microsoft Word and Outlook.
• Knowledge of/or ability to quickly learn banking and lending products, services, policies, procedures, regulatory guidelines, as well as engaging in a sales and service process.
• Demonstrate ability to maintain composure and convey a positive and professional attitude while interacting with customers and internal team members.
• Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.
• Outstanding communications skills, both written and verbal.
• Customer service orientation with effective problem-solving abilities and sound decision-making skills.
• Excellent organizational skills with the ability to prioritize workload and multi-task in a fast pace environment while maintaining accuracy and attention to detail.
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.
• Self-starter possessing the ability to work independently while supporting a team environment.
• Comfortable receiving ongoing performance feedback and coaching.

Job
Operations

Primary Location
Texas-The Woodlands

Schedule
Full-time

Work Locations
TX - Operations Center-0100

Unposting Date
Ongoing

Organization
Texas - Houston

Minimum Qualifications/Experience

• 1 year of data entry, online support, or call center experience (banking preferred), OR Woodforest experience required.

Formal Education & Certification

• High School Diploma or Equivalent required.

Work Status

• Full-Time.

Supervisory Responsibility

• None.

Travel

• 0% - Negligible amount of travel expected.

Working Conditions

• Professional call center environment with extensive use of telephone and personal computer. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.

Disclaimer
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Woodforest is an Equal Opportunity Employer, including Disability and Veterans.