Customer Care Center Agent

Vantage Bank•McAllen, TX

11d

About The Position

At Vantage Bank, we're driven by a deep commitment to supporting our customers, valuing our employees, embracing diversity, fostering meaningful connections, and providing outstanding service every step of the way. JOB SUMMARY The Customer Care Center Agent build relationships and trust with our customers by listening and paying attention to their needs. They value and appreciate our customers, take ownership and pride in their work. The Customer Care Center Agent will provide customer support by email and chat and will receive a large volume of customers inbound calls in a call center setting and will make outbound calls as needed. They will assist with all customer interactions that are related but not limited to our bank products and services, online banking, bill pay, mobile banking, and account maintenance requests. ESSENTIAL DUTIES The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned. Greets and assists customers in a friendly but professional manner. Identifies customer needs and provides appropriate solutions to meet customers’ satisfaction Takes ownership of each customer while empathizing and prioritizing customer needs Research customer problems Processes customer requests timely and effectively Responds effectively to requests requiring immediate attention Processes transfer requests, stop payment orders, change of address, debit card activation, cancellation and limit increases, disputes, account closure and other customer requests Assists customers with digital banking channels, including, online banking, bill pay services, mobile banking and chat inquiries Delivers a customer focused experience Consistently meets and maintains Department standards and goals Ensures that all departmental documents and activities are performed in compliance with Bank policies and procedures, as well as all applicable state and federal banking regulations as they apply to this particular job title/position. Other duties as assigned QUALIFICATIONS These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines. High School diploma, general education degree (GED), or equivalent required; Bachelor’s degree or some college a plus. 1 year minimum of customer support experience strongly preferred Bilingual (Spanish Speaking) – strongly preferred. Excellent verbal, written, and interpersonal communication skill with both external and internal customers. Must be willing to work in an environment that requires 100 percent phone-based customer interaction. Must present a friendly, professional image and conduct. Must maintain punctual and regular attendance. Must be self-motivated with strong initiative, high level of accountability, and attention to detail. Excellent analytical, time management, organizational and problem-solving skills with the ability to multi-task and work in a deadline-driven environment. Excellent PC skills, including word processing and spreadsheets via Microsoft Office products, Adobe Pro and other custom applications and systems. Ability to be flexible and adjust to changing schedules. BANK SECRECY ACT (BSA) All employees of Vantage Bank, herein referenced to as the “Bank”, must comply with the terms of the BSA Policy upon acceptance of this position. The primary responsibility for enforcement of this policy and its operating procedures rests with the BSA/AML/OFAC Officer. However, it is the responsibility of each employee to take the required BSA training modules and become familiar with and adhere to the Bank Secrecy Act, Anti-Money Laundering and Office of Foreign Asset Control Policy. EOE/M/F/D/V Join the Vantage Bank family for the strong relationships and local impact of a community bank backed by all the benefits and technology you’ll find at larger, national banks. At Vantage you will have significant opportunities for career growth from the moment you join our team. We invest in our people and truly value the unique skills and perspectives that each team member brings to the table.

Requirements

High School diploma, general education degree (GED), or equivalent required; Bachelor’s degree or some college a plus.
1 year minimum of customer support experience strongly preferred
Bilingual (Spanish Speaking) – strongly preferred.
Excellent verbal, written, and interpersonal communication skill with both external and internal customers.
Must be willing to work in an environment that requires 100 percent phone-based customer interaction.
Must present a friendly, professional image and conduct.
Must maintain punctual and regular attendance.
Must be self-motivated with strong initiative, high level of accountability, and attention to detail.
Excellent analytical, time management, organizational and problem-solving skills with the ability to multi-task and work in a deadline-driven environment.
Excellent PC skills, including word processing and spreadsheets via Microsoft Office products, Adobe Pro and other custom applications and systems.
Ability to be flexible and adjust to changing schedules.

Nice To Haves

Bachelor’s degree or some college a plus.
Bilingual (Spanish Speaking) – strongly preferred.

Responsibilities

Greets and assists customers in a friendly but professional manner.
Identifies customer needs and provides appropriate solutions to meet customers’ satisfaction
Takes ownership of each customer while empathizing and prioritizing customer needs
Research customer problems
Processes customer requests timely and effectively
Responds effectively to requests requiring immediate attention
Processes transfer requests, stop payment orders, change of address, debit card activation, cancellation and limit increases, disputes, account closure and other customer requests
Assists customers with digital banking channels, including, online banking, bill pay services, mobile banking and chat inquiries
Delivers a customer focused experience
Consistently meets and maintains Department standards and goals
Ensures that all departmental documents and activities are performed in compliance with Bank policies and procedures, as well as all applicable state and federal banking regulations as they apply to this particular job title/position.
Other duties as assigned