PT-30 Virtual Branch Services Specialist - Westchase District

Smart Financial•Houston, TX

20h•Onsite

About The Position

The Virtual Branch Services Specialist will provide service and support for members over the phone, handling both routine requests and those requiring extensive research and problem-solving. This individual will respond to incoming calls, select appropriate products and services to meet member requests, and meet or exceed call quality and service standards in the virtual branch (call center). Responsibilities include responding to member service inquiries within management-set timeframes, sending and receiving email, fax, and paperwork for account-related activities, and resetting passwords, challenge questions, and PINs for members using electronic services according to department procedures. The specialist will take complete ownership of every call, providing proactive solutions and performing transactions accurately, efficiently, and timely. Continuous improvement through training and development on established educational programs is also expected. Other duties as assigned by the manager.

Requirements

One to three years previous experience in a call center or retail service position.
A high school degree or equivalent
Computer skills with the ability to handle extensive data entry in an accurate and timely manner.
Highly outgoing and self-motivated.
Microsoft Office 2010 or higher specifically in Word, Outlook, Excel.
Must be capable of climbing / descending stairs in emergency situation.
Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be able to work extended hours whenever required or requested by management.
Must be capable of regular, reliable and timely attendance.
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Responsibilities

Provide service and support for members over the phone.
Respond to incoming calls and select appropriate products and services to meet member requests.
Meet or exceed set call quality and service standards in the virtual branch (call center).
Respond to member service inquiries 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.
Provide proactive solutions to member service.
Process member transactions accurately, efficiently and timely including accepting cash and check deposits, withdrawals, transfers, loan payments etc.
Continue to improve individual level of competency through training and development on established educational programs.
Perform other duties as assigned by manager.