Customer Care Support I

Southside Bank•Diboll, TX

5d•Onsite

About The Position

The Customer Care Support I provides telephone-based customer service for Southside Bank, creating a memorable experience through consistent, value-added service and building lasting customer relationships. The role educates and assists customers with financial product and service needs, concerns, and complaints, while identifying opportunities to meet those needs. It uses sound judgment to verify calls and transactions and follows bank procedures, policies, and applicable laws and regulations. The position also performs accurate data-entry and information-processing tasks, maintains the security and confidentiality of bank information, and contributes to a positive and supportive environment for customers and employees. Work takes place in an indoor office setting, primarily at a stationary workstation, with frequent telephone and other communication. The schedule is Monday through Friday and Saturday, as scheduled, within the stated operating-hour windows; overtime may be needed.

Requirements

High school diploma or GED.
One year of customer service experience.
Proficiency in typing, using a 10-key calculator, and data entry.
Excellent oral and written communication skills and fluent, clear English.
Excellent attention to detail and telephone etiquette.
Ability to read and comprehend simple instructions, short correspondence, memos, and relevant operating and maintenance documents.
Ability to write simple correspondence and present information effectively one-on-one, in small groups, and before groups of customers or employees.
Ability to perform basic arithmetic using whole numbers, common fractions, and decimals.
Intermediate personal computer skills, including email, record-keeping, routine database activity, word processing, spreadsheets, and graphics.
Ability to handle multiple tasks simultaneously.
Manual dexterity sufficient to reach and handle items, work with fingers, and perceive attributes of objects and materials.
Ability to remain stationary for 90% of the time and to exchange accurate information when communicating.
Availability to work scheduled hours Monday through Friday within 8:00 a.m.–7:00 p.m. and Saturday within 9:00 a.m.–4:00 p.m.; overtime may be needed.

Nice To Haves

Bilingual in Spanish.

Responsibilities

Provide enthusiastic, professional, courteous, and effective telephone service to Southside Bank customers and employees.
Identify customer needs for financial products and services and explain the bank’s products, services, and key benefits.
Educate and assist customers with needs, concerns, and complaints, and work to resolve their needs with patience and determination.
Build customer loyalty, confidence, and trust through accurate, efficient service and adherence to Customer Service Standards.
Maintain positive and supportive relationships with customers and team members and contribute to departmental and company goals.
Follow bank procedures and policies, audit procedures, applicable laws and regulations, the Bank Secrecy Act and related anti-money-laundering requirements, and the Bank’s Information Security Program.
Protect the security and confidentiality of sensitive bank information, records, and customer information.
Perform detailed activities, including typing, entering, transcribing, posting, gathering, classifying, analyzing, and reporting information.
Adapt to changes in work tasks, technology, procedures, conditions, and physical demands, and use judgment to follow instructions and solve standardized problems.
Continue professional development through training, seminars, and relevant professional associations.
Comply with safety policies and practices, report unsafe activities, and perform additional duties as assigned.

Benefits

Medical insurance
Prescription drug coverage
Dental insurance
Vision insurance
Insurance eligibility for team members and dependents starting on the first day of employment
401(k) with a match
Basic, voluntary, and dependent life insurance
Paid time off
Paid bank holidays
Workplace wellness programs
Employee assistance programs
Tuition reimbursement