Customer Solution Center Specialist

About the role

The Customer Solution Center Specialist is responsible for providing service beyond expectations via phone and Interactive Personal Teller Machines (PTMs).

Responsibilities

• Provides teller assistance to customers via live video technology by providing step-by-step guidance through the PTM channel.
• Educates customers on the use of PTMs and provides technical support while utilizing the video banking technology.
• Follows established customer service guidelines with each customer and consistently presents a professional image while conveying a positive banking and customer service experience to ensure customers receive service beyond expectations.
• Affords assistance with all routine teller machine transactions including but not limited to cash and check deposits, cash withdrawals, transfers, loan payments, and account balance inquiries.
• Identifies banking and service needs through initiating conversations with all customers and performs general services, resolves issues, or refers customers to a branch or other bank department for follow-up and resolution, if needed.
• Answers customer inquiries concerning products, services, notices, statements, etc.
• Affords assistance with internet banking, researching and assisting with debit card issues, and performing other various customer and account maintenance tasks.
• Utilizes a computerized system for customer verification, gathering relevant information to complete the transaction, validating information and processing transactions.
• Affords assistance with the training of new employees, under the direction of management, by having employees shadow their customer interactions and reversing roles during the final stages of training.
• Continually maintains working knowledge of all relevant company software, products and services required to effectively answer customer inquiries.
• Utilizes alternative delivery channels. Educates customers and offers other channels to meet customers’ constantly changing banking needs.
• Initiates follow up phone calls and assess potential customers’ needs in order to open new accounts via online leads that have been submitted on the PlainsCapital Bank website.
• May assist with resolving escalations if a Lead, Supervisor or Manager is not available.

Qualifications

• A high school diploma, general education degree (GED), or equivalent education required.
• Two or more years of retail banking, call center, or similar financial services experience required.
• Excellent customer service and interpersonal skills demonstrated through in-person, live video feed, or phone interactions.
• Bi-lingual with ability to read, write and speak fluently in English and Spanish strongly preferred.
• Effective verbal, written and interpersonal communication skills.
• Ability to establish a rapport and build relationships through a virtual or over the phone environment.
• Maintains current knowledge of and follows all bank policies and procedures ensuring compliance with all security, audit, and compliance requirements while also ensuring protection of customer confidentiality and privacy.
• Excellent PC skills, including word processing and spreadsheets via Microsoft Office products as well as the ability to learn and use custom applications and systems.
• Must have proficiency with 10 key touch.
• Ability to multi-task while maintaining attention to detail and operating multiple computer programs to ensure transaction integrity.
• Must be able to work a rotating schedule based on the department’s hours of operation which includes extended hours and weekends.

Benefits

• 11 Paid Holidays
• 15 days of PTO
• 401k Matching
• Health Benefits