Customer Service

Central National Bank•Waco, TX

About The Position

Central National Bank’s customer service representatives are responsible for assisting personal and commercial customers with many of their banking needs, but primarily in their usage of the bank’s electronic services. An intimate understanding of how these products work and the ways in which customers use them is crucial in providing “service that customers recognize to be superior to service provided by our competitors.” This position could be part-time (20-25 hours per week) or full-time (40 hours per week).

Requirements

Exceptional customer service skills
Strong interpersonal and communication skills (both verbal and written)
A positive attitude and friendly disposition
Patience in working with customers who may not be proficient in their use of technology
Ability to multi-task
Proficiency in Microsoft Word, Excel, and Outlook

Responsibilities

Respond to customer inquiries via phone, email, text and chat
Take wire transfer instructions from customers
Provide technical assistance and troubleshooting for the bank’s electronic services: CentraNet, CentraNet Manager, Mobile App, Bill Pay, Bank to Bank Transfers, eStatements, eNotices, Payment Portal, and Text Banking
Update customer contact information (address, phone number, and email address)
Set up customers with CentraNet Online Banking, Mobile Deposit, and Bank-to-Bank Transfers
Add/remove accounts to CentraNet and Mobile Deposit
Upon request, provide customers with copies of statements and temporary activity statements
Transfer funds and provide balance information to customers
Place stop payments on checks and ACH transactions
Place travel notes on debit cards
Take loan payments over the phone
Upon request, raise Debit Card limits, Mobile Deposit limits, and Bank-to-Bank Transfer limits
Answer questions about customers’ debit card transactions, unblock cards (due to fraud block) and cancel/re-issue lost/stolen cards.
Place check and deposit slip orders for customers
Answer phone calls that come through the switchboard and fill in at receptionist desk when needed
Complete tasks and applications that customers submit online