Customer Service Representative I

LONE STAR NATIONAL BANK • Pharr, TX

6d • Onsite

About The Position

The Customer Service Representative answers inbound customer telephone inquiries in a responsive and courteous manner. The duties listed 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, including cross training across other departments, as necessary. Resolves customer questions and problems regarding the bank’s portfolio of products and services and other miscellaneous customer service requests. Completes and maintains related reports, records, and files. Actively cross-sells bank products and services. Makes referrals to appropriate bank business units. Provides support to all operations functions within the Call Center. Participates in job specific training and other various Bank training programs, as necessary. Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy. Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations. Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML.

Requirements

• High School Diploma or G.E.D.
• At least six months of previous experience working in a customer service department, or similar operation
• Exceptional customer service and communication skills
• Ability to multitask and adapt to change quickly
• PC literate with knowledge of spreadsheet, word processing, and internet
• Excellent verbal communication, organizational, interpersonal, and customer relations skills
• Good problem-solving skills
• Attention to detail and mental concentration
• Must be bilingual in English and Spanish
• Must be able to work a flexible schedule Monday through Friday 7:30 a.m. – 9:00 p.m. including Saturdays from 9:00 a.m. to 6:00 p.m. and Sundays 12:00 p.m. – 6:00 p.m.
• All employees are required to attend scheduled mandatory trainings and complete online regulatory compliance training courses applicable to their specific job function.
• In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures.
• Punctuality and regular attendance should be regarded as essential functions of any position at Lone Star National Bank.
• Be at your workstation ready for work by the start of each workday
• Remain at your workstation, unless the needs of the job require being elsewhere, except during authorized breaks (including restroom breaks)
• Take only the time normally allowed for breaks
• Call in and notify your supervisor or another member of management if you are going to be either absent or tardy

Nice To Haves

• One year of previous banking or call center experience is preferred

Responsibilities

• Resolves customer questions and problems regarding the bank’s portfolio of products and services and other miscellaneous customer service requests
• Completes and maintains related reports, records, and files
• Actively cross-sells bank products and services
• Makes referrals to appropriate bank business units
• Provides support to all operations functions within the Call Center
• Participates in job specific training and other various Bank training programs, as necessary
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML

Benefits

• Differential pay of an extra $2.00 per hour for Monday through Friday from 6 p.m. – 9 p.m.
• Differential pay of an extra $2.00 per hour for Saturday and Sunday from 12 p.m. – 6 p.m.
• Employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED