Virtual Branch Services Specialist - Westchase District

Smart Financial•Houston, TX

13h•Onsite

About The Position

The Virtual Branch Services Specialist will provide service and support for members over the phone, dealing with requests that are both routine and those requiring extensive research and problem-solving skills. This individual will respond to incoming calls, select appropriate products and services to meet member requests, and ensure call quality and service standards are met or exceeded in the virtual branch (call center). The role involves responding to service inquiries, handling email, fax, and paperwork for account activities, resetting passwords and PINs for electronic services, taking full ownership of calls, providing proactive solutions, and processing member transactions accurately and efficiently. The specialist is also expected to continuously improve their competency through training and development.

Requirements

One to three years previous experience in a call center or retail service position
A high school degree or equivalent
Must possess computer skills with the ability to handle extensive data entry in an accurate and timely manner
Must be highly outgoing and self-motivated
Proficiency in Microsoft Office 2010 or higher specifically in Word, Outlook, Excel
A significant level of trust, credibility and diplomacy is required
Ability to engage in in-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature
Ability to motivate, influence, educate and/or advise others on matters of significance
Ability to perform job functions independently or with limited supervision and work effectively either on own or as part of a team
Ability to read and carry out various written instructions and follow oral instructions
Ability to speak clearly and deliver information in a logical and understandable sequence
Ability to deal calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization
Ability to demonstrate highest levels of customer service and discretion when dealing with the public
Ability to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace
Ability to effectively handle multiple, simultaneous, and changing priorities
Ability to exercise highest level of discretion on both internal and external confidential matters

Responsibilities

Provide service and support for members over the phone dealing with requests that are both routine in nature and some that require extensive research and use of problem solving skills
Respond to incoming calls and select the appropriate products and services to meet member request
Meet or exceed the set call quality and service standards in the virtual branch (call center)
Respond to member service inquires in the time set by management
Send and receive email, fax, and paperwork to and from existing and potential new members for account related activities
Reset passwords, challenge questions, and PINs for members using electronic services according to department procedures
Take complete ownership of every call whether it requires a call back, extended research, or assistance from other departments
Providing proactive solutions to member service
Process member transactions accurately, efficiently and timely including accepting cash and check deposits, withdrawals, transfers, loan payments etc.
On a self-directed basis, continue to improve in individual level of competency through training and development on established educational programs
Perform other duties as assigned by manager