Online Customer Service Representative

IBOC•Mcallen, TX

2d•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 focuses on providing excellent customer experience by guiding Online users through the Online Banking application, troubleshooting errors, educating users on available services, and answering general bank-related inquiries. The role also involves identifying suspicious activity, failed processes, and soliciting sales of new or additional services while maintaining the confidentiality of bank records. Agents are assigned productivity and service quality goals and must be adaptable to a changing work environment.

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.