Customer Service Representative

SUMMARY:

The Sr. Customer Service Representative serves as a knowledgeable and reliable point of contact for customers, delivering exceptional service and personalized guidance on banking products and services to meet individual financial needs. This role requires expertise in handling complex customer inquiries, processing transactions accurately, and ensuring strict compliance with banking regulations. Additionally, the Sr. Customer Service Representative identifies cross-selling opportunities, maintains precise customer records, and fosters strong customer relationships. This position also provides oversight and support to Customer Service Representatives, offering guidance, training, and assistance with complex tasks and transactions to ensure effective performance and adherence to banking procedures.

JOB DUTIES AND ESSENTIAL FUNCTIONS:

• Serve as a primary point of contact for customers, providing courteous and efficient support in person, over the phone, or through digital channels for banking transactions, account inquiries, and product/service information.
• Investigate and resolve customer concerns, complaints, and issues promptly and accurately, ensuring a satisfactory resolution while adhering to bank policies and procedures.
• Facilitate account openings, closures, and maintenance tasks, including address updates, check orders, and card replacements, while maintaining compliance with regulatory requirements.
• Advise customers on a full range of banking products and services, including savings accounts, checking accounts, loans, credit cards, and commercial accounts, ensuring recommendations align with their financial goals. Leverage expertise in treasury management products and services to address the unique needs of business clients and deliver tailored financial solutions.
• Identify opportunities to cross-sell or upsell bank products and services, clearly communicating their benefits to meet customer objectives.
• Ensure full compliance with banking regulations, policies, and procedures to maintain the integrity of operations and prevent fraud.
• Maintain detailed and accurate records of customer interactions, transactions, and inquiries in the bank's database, ensuring confidentiality and completeness.
• May serve in a back-up capacity to accurately process a variety of financial transactions, including deposits, withdrawals, transfers, and payments, while adhering to security protocols and safeguarding customer information.
• Stay informed on industry trends, and banking products to provide specialized assistance to customers.
• Collaborate with team members and bank departments to streamline workflows, address customer needs efficiently, and contribute to a supportive and positive work environment.
• Perform other duties and special projects as assigned to support organizational objectives and enhance operational efficiency.

WORKING CONDITIONS:

• Air-Conditioned work environment.
• Travel may be required to other branch locations within the region.
• Consistent and timely attendance is required to ensure uninterrupted operational efficiency and exemplary service delivery.

PHYSICAL DEMANDS:

• Sit for extended periods of time.
• Walk, stand, bend, squat, twist, and reach.
• Simple grasping and fine manipulation.
• Extended keyboarding.

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent.
• Two years of  experience in a customer service role, preferably in a banking or financial services environment.
• In-depth understanding of business banking accounts, commercial lending practices, and associated financial products and services.
• Proficiency in KYC (Know Your Customer) and CDD/EDD (Customer Due Diligence/Enhanced Due Diligence)
• Strong interpersonal and communication skills, with the ability to interact effectively with customers and colleagues.
• Excellent numerical aptitude and attention to detail.
• Proficiency in computer applications and banking software.
• Ability to multitask in a fast-paced environment while maintaining a focus on accuracy and customer satisfaction.
• Commitment to upholding ethical standards and confidentiality in handling customer information.

PREFERRED REQUIREMENTS:

• Familiarity with commercial lending software and tools is advantageous.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer

TexasBank is committed to providing equal employment opportunities regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, compensation, benefits, training, disciplinary actions, layoff, recall, transfer, leaves of absence, and termination. Employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of Human Resources.