Customer Support Technician - Nacogdoches

Commercial Bank of Texas•Nacogdoches, TX

2d•Onsite

About The Position

The Customer Support Technician provides operational, technical, and customer support for electronic banking services, ATM/ITM operations, payment processing systems, and branch facility/security issues. This role ensures reliable service delivery, operational accuracy, regulatory compliance, and an exceptional customer service experience, acting as a liaison between customers, bank personnel, vendors, and service providers. The position may require travel, overnight stays, and occasional work outside normal business hours, including weekends and/or holidays.

Requirements

High School Diploma or Equivalent
Able to describe any personal or commercial deposit services offered by CBTx and the related fees, overdraft privilege eligibility requirements and procedure, and features of both personal and business debit card services.
Ability to communicate effectively on the telephone or electronically.
Ability to read and understand technical policy and procedure manuals relating to job duties and responsibilities.
Physical labor may be required.
Ability to sit / stand for extended periods of time, while on or off the phone.
Ability to timely complete tasks with numerous interruptions.
U.S. Citizen or legally qualified to reside and work in the United States.
Over the age of 18 and not disqualified from fidelity bond coverage.
Proficient reading, writing, grammar in English and mathematics skills.
Use of Microsoft Office Suite products (Word, Excel, E-Mail)
Strong, courteous, and friendly personality with outgoing and professional manner, with excellent interpersonal relations and communication skills in relating to customers and co-workers.
Knowledge of Bank policies and procedures and regulatory compliance laws.
Complete all compliance training as scheduled.
Follows bank policies and procedures consistent with regulatory compliance in all situations and activities performed.
Properly document any exception to the Bank policy and procedures, including any exception to regulatory compliance requirements.

Nice To Haves

Some college preferred.
Bilingual ability is a plus.

Responsibilities

Support ATM/ITM operations and balancing activities.
Support Merchant Services, Instant Issue Debit Cards, Stored Value Cards, and Commercial Remote Deposit services.
Monitor service interruptions and coordinate resolutions.
Test and implement new electronic banking products and enhancements.
Respond to customer and employee inquiries promptly.
Train customers and employees on digital banking products and services.
Demonstrate professionalism and strong customer service in all interactions.
Serve as liaison between the bank and third-party vendors.
Coordinate repairs, maintenance, and installation activities involving facilities, security systems, ATMs/ITMs, and bank equipment.
Perform hands-on involvement, including but not limited to moving equipment, lifting and transporting supplies, assisting with installations, setting up work areas, and performing other physical tasks necessary to support bank operations and vendor projects.
Monitor vendor performance and service-level expectations.
Maintain a clean driving record and possess the ability and willingness to operate company vehicles, equipment or trailers when needed.
Perform balancing, auditing, and quality-control procedures.
Maintain security controls and fraud prevention measures.
Ensure compliance with bank policies and regulatory requirements.