Online Customer Service Representative

IBC•McAllen, TX

2d•Onsite

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. Time Type: Full time This is an in-office position. Department: 1140 Call Center Job Summary: An Online CSR is responsible for guiding Online users through the Online Banking application. This involves trouble shooting errors, educating users on the services available. In addition the Online CSR will answer questions relating any other bank related inquiry or requests. They are also responsible for identifying suspicious activity and failed processes. Agents solicit sales of new or additional services. Maintain confidentiality of bank records and documents. Duties as assigned. Be able to adapt easily to a changing work environment. Agents are assigned productivity and service quality goals. This is an IBC on-site position. Job Description: ESSENTIAL JOB FUNCTIONS The statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents. Provide service and support to advance on-line questions. Process customer inquiries utilizing bank resources. Assist calls with one call resolution. Refer new or additional services as needed Process customer inquiries utilizing bank resources. Assist calls with one call resolution. Analyze suspicious activity and takes appropriate steps to protect the customer and the bank. Refer new or additional services as needed Review the customer requests and submit appropriate documentation to fulfill the request. Maintain confidentiality of bank records and documents. Meet quality and performance standards Utilize technical skill to troubleshoot online issues Process Online disputes On the Job training as assigned Other duties as assigned

Requirements

Oral and written communication skills
Critical Thinking
Empathy and Adaptability
Good customers service relation skills
Flexible to work schedule
Knowledge with different mobile operating system 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
High School diploma or GED
1 year in a customer service environment/technical help desk environment, preferably by phone

Nice To Haves

Preferably with Customer Service experience
Bilingual in English and Spanish

Responsibilities

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