Customer Care Support I

Southside Bank•Diboll, TX

6d•Onsite

About The Position

The Customer Care Support I creates a memorable telephone experience by providing consistent, value-added customer service and developing lasting relationships. The role educates and assists customers with financial product and service needs, concerns, and complaints over the phone, providing a personal level of service comparable to an in-branch experience. The position uses sound judgment and knowledge to help validate calls and process transactions, while maintaining accuracy, confidentiality, and compliance with bank policies and applicable laws.

Requirements

High school diploma or GED.
One year of customer service experience.
Proficiency in typing, 10-key calculator use, and data entry.
Excellent oral and written communication skills.
Excellent attention to detail and telephone etiquette.
Clear, fluent English.
Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; and present information effectively in one-on-one and small-group settings.
Ability to perform basic arithmetic using whole numbers, common fractions, and decimals.
Ability to read and interpret documents such as safety rules and operating and maintenance materials.
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, handle items, work with fingers, and perceive attributes of objects and materials.
Ability to remain stationary for most of the workday, occasionally move within the office, and operate a computer and other office productivity equipment.
Ability to communicate frequently with others and exchange accurate information.

Nice To Haves

Bilingual Spanish skills.

Responsibilities

Build customer loyalty by following Customer Service Standards and providing enthusiastic, professional, and courteous service to customers and employees.
Identify customers’ needs for financial products and services and help meet those needs through telephone conversations.
Perform work accurately and efficiently to build customer confidence and trust.
Maintain positive, supportive relationships with team members and customers.
Resolve customer needs patiently and efficiently.
Communicate effectively with customers by telephone and with bank team members.
Follow bank procedures and policies and perform detailed activities requiring accuracy.
Type, enter, transcribe, and post data; gather, classify, and report information.
Analyze data to determine the time, place, or sequence of operations.
Adapt to changing tasks, technology, procedures, conditions, and physical demands.
Use prudent judgment to follow instructions and solve problems in standardized situations.
Know and explain the bank’s products, services, and key benefits.
Maintain the security and confidentiality of sensitive bank information and records.
Continue professional development through training, seminars, or professional association membership, as applicable.
Support a positive and caring atmosphere consistent with the bank’s mission, CORE Values, and Blue Book culture guide.
Participate in team efforts to achieve departmental and company goals.
Comply with audit policies, applicable laws and regulations, Bank Secrecy Act and anti-money laundering requirements, and the Bank’s Information Security Program.
Follow safety policies and report unsafe activities to a supervisor or Human Resources.
Perform additional duties as assigned or directed.

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