Virtual Branch Services Specialist - Westchase District

Smart Financial • Houston, TX

1d • 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 skills. This individual will respond to incoming calls, select appropriate products and services to meet member needs, and maintain high call quality and service standards within the virtual branch (call center). Responsibilities also include responding to service inquiries, managing email, fax, and paperwork for account activities, resetting passwords and PINs for electronic services, and taking full ownership of member calls, including follow-ups and inter-departmental assistance. The specialist will proactively offer solutions, process member transactions accurately and efficiently (deposits, withdrawals, transfers, loan payments), and continuously improve their competency through training and development. This is a fully ON-SITE position.

Requirements

• One to three years previous experience in a call center or retail service position
• A high school degree or equivalent
• A significant level of trust, credibility and diplomacy is required
• In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature
• Communications may involve motivating, influencing, educating and/or advising others on matters of significance
• Typically includes subject matter experts as well as first level to middle managers
• 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
• Microsoft Office 2010 or higher specifically in Word, Outlook, Excel

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

Benefits

• Competitive salary
• Excellent top-tier benefits
• Tuition reimbursement program; full-time employees can receive up to $4,000 per year in tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees