JOB CLASSIFICATION

Full / Part-time: Full Time

Hours Per Week: 40

Location: Any Bank Market: McAllen, San Antonio, Houston, El Paso, Laredo, Brownsville, Hondo, Refugio, or Fort Worth, TX

JOB SUMMARY

Customer Care Center Agents (CCCAs) build relationships and trust with our customers by listening and paying

attention to their needs. Our agents’ value and appreciate our customers, take ownership and pride in their work.

As a customer care agent, you will receive large volume of customers inbound calls in a call center setting.

Additionally, making outbound calls as needed. All customer interactions are related but not limited to our bank

products and services, online banking, bill pay, mobile banking, and account maintenance requests. Support is

provided to clients by phone, email and chat.

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

1. Greets and assists customers in a friendly but professional manner.

2. Identifies customer needs and provides appropriate solutions to meet customers’ satisfaction

3. Takes ownership of each customer while empathizing and prioritizing customer needs

4. Research customer problems

5. Processes customer requests timely and effectively

6. Responds effectively to requests requiring immediate attention

7. Processes transfer requests, stop payment orders, change of address, debit card activation, cancellation

and limit increases, disputes, account closure and other customer requests

8. Assists customers with digital banking channels, including, online banking, bill pay services, mobile

banking and Chat inquiries

9. Delivers a customer focused experience

10. Consistently meets and maintains Department standards and goals

11. Ensures that all departmental documents and activities are performed in compliance with Bank policies

and procedures, as well as all applicable state and federal banking regulations as they apply to this

particular job title/position

12. Other duties as assigned

QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Bilingual (Spanish Speaking) – strongly preferred.
• Effective verbal and written communication with both external and internal customers
• Must present a friendly, professional image and conduct
• Must maintain punctual and regular attendance
• Critical thinking skills and ability to exercise independent judgment
• Accuracy and attention to detail
• Proficiency with basic computer functions
• Fluency in Windows Operating Systems and Microsoft tools
• Excellent customer service skills
• Ability to multi-task
• Ability to perform clerical functions
• Must be fluent in English and Spanish languages
• Ability to work independently
• Ability to adjust to changing schedules
• Excellent listening and concentration skills
• Advanced Research Skills
• Must be willing to work in an environment that requires 100 percent phone-based customer interaction
• Minimum of one year of customer support experience strongly preferred

EOE/M/F/D/V