Online Customer Service Representative

IBC • McAllen, TX

3d • Onsite

About The Position

IBC Bank is seeking talented, creative, and dedicated individuals to join their team. The bank values leadership, community engagement, and relationship building, fostering a culture of excellence. This full-time, in-office position in the Call Center department is focused on providing excellent customer experience. The Online CSR will guide users through the Online Banking application, troubleshoot errors, educate users on available services, and answer general bank-related inquiries. Responsibilities also include identifying suspicious activity, failed processes, and soliciting sales of new or additional services while maintaining the confidentiality of bank records. The role requires adaptability to a changing work environment and meeting 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
• 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.

Nice To Haves

• 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.

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