Digital Banking Specialist

Texas First Bank•Houston, TX

3d•Hybrid

About The Position

The call center plays a vital role and is responsible for providing exceptional service and 1st level support for all bank service-related requests received via the inbound bank's contact center, webchat, and online messaging. The CSC team also provides 2nd level phone support to all Banking Center locations. What you'll do? The Digital Banking Specialist is responsible for independently handling and assisting a variety of customer service-related requests which includes but not limited to; balance inquiries, online banking account unlocks/password resets, debit card travel notifications, fraud alerts/disputes, online account opening, online and mobile banking support, bill pay, and P2P (Zelle) service inquiries and support.

Requirements

High school diploma or general education degree (GED)
Two or more years of banking experience; previous call center experience preferred.
Excellent verbal and written communication skills
Ability to effectively manage and prioritize tasks
Sit at a desk and computer terminal for extended time periods.
Hybrid work schedule with 3 days in office contingent on successful completion of training; Monday - Friday 7:00 am to 6:00 pm & Saturdays 9:00 am to 3:00 pm.
This position is onsite.

Nice To Haves

Bilingual skills would be a plus.

Responsibilities

Meet and exceed individual performance goals and metrics including but not limited to; first call resolution, agent availability, average response times, and quality assurance.
Ability to multi-task between customer phone calls, webchat, online messaging, and online account applications.
Educate customers on products and services, including all loan and deposit types.
Take ownership of customer issues and works proactively with the customer for resolution.
Refer customers to internal team of experts or departments for inquiries not handled by the CSC.
Ability to work independently with limited supervision.
Other duties as assigned.