Customer Service Specialist
About The Position
The Customer Service Specialist serves as customers’ first line of support for banking needs through Frost’s 24/7 contact centers. The role handles inbound and outbound calls, identifies customer issues, researches accounts, and partners with other business lines to fulfill requests. Specialists use independent judgment to find appropriate solutions and manage competing priorities to address customer needs accurately and efficiently. The position begins with Frost’s Telephone Customer Service training and development program. Training includes banking knowledge, system overviews, and customer service best practices, and takes place at the One Frost campus Monday through Friday, 8:00 a.m. to 5:00 p.m. The description refers to a four-week training course followed by multi-week training and development, and also describes the comprehensive program as lasting eight weeks. After training, the permanent schedule is determined with the recruiter during the hiring process. Flexible availability, including weekends, is required to support 24/7 customer contact.
Requirements
- At least 1 year of experience in customer service, sales, or banking.
- Experience in a customer contact center setting.
- Flexible availability, including weekends.
- Proven commitment to continuous improvement and strong attention to detail.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft computer applications.
Nice To Haves
- Completion of at least 30 hours of college coursework.
- Bilingual in English and Spanish.
Responsibilities
- Answer inbound and outbound customer calls and identify banking issues.
- Troubleshoot issues, research accounts, and use multiple tools to fulfill customer requests.
- Partner with other business lines to find the best solution for each customer, using independent judgment where appropriate.
- Manage competing priorities to meet customer needs accurately and efficiently.
- Participate in the comprehensive training and development program.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Long-term disability insurance
- Life insurance
- 401(k) matching
- Generous holiday and paid time off schedule
- Tuition reimbursement
- Health and wellness programs, including an Employee Assistance Program
- Referral bonus program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
