Online Customer Service Representative (Full Time)

IBC • San Antonio, TX

73d

About The Position

IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects its dedication to the growth and success of its employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence. We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience. This is an in-office position in the Call Center department. An Online CSR is responsible for guiding Online users through the Online Banking application, troubleshooting errors, and educating users on the services available. In addition, the Online CSR will answer questions relating to any other bank-related inquiries or requests, identify suspicious activity, and solicit sales of new or additional services. Agents maintain confidentiality of bank records and documents and are assigned productivity and service quality goals.

Requirements

• High School diploma or GED
• 1 year in a customer service environment/technical help desk environment, preferably by phone
• Good customer service relation skills
• Oral and written communication skills
• Critical thinking
• Empathy and adaptability
• Flexible to work schedule
• Knowledge of different mobile operating systems such as Android and iOS
• Proficient with various search engines or internet browsers
• Must be willing to work in an environment that requires 100% phone-based customer interaction
• Preferably with customer service experience
• Bilingual in English and Spanish

Responsibilities

• Provide service and support to advance online questions.
• Process customer inquiries utilizing bank resources.
• Assist calls with one call resolution.
• Analyze suspicious activity and take appropriate steps to protect the customer and the bank.
• Refer new or additional services as needed.
• Review customer requests and submit appropriate documentation to fulfill the request.
• Maintain confidentiality of bank records and documents.
• Meet quality and performance standards.
• Utilize technical skills to troubleshoot online issues.
• Process online disputes.
• Complete on-the-job training as assigned.
• Perform other duties as assigned.

Benefits

• Medical Plan
• Employer Paid Life Insurance
• Flexible Spending Program
• 401k Profit Sharing Program
• Supplemental Benefit Programs such as Vision, Dental, Disability
• Tuition Assistance Program
• Sick Leave
• Vacation
• Paid Holidays

What This Job Offers

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