Customer Care Center Specialist - Ft/Omaha, Ne (Remote)

As a family-owned business that spans five decades and three generations since 1964, we value relationships, supporting each other’s unique differences. We understand the importance of personal belonging which is why you’ll hear our employees talk about being part of the SNB family. Now, more than ever, as we’ve expanded our roots into new markets, it’s the prime time to join our growing team. As a community bank, we offer comprehensive financial solutions for personal, business, and private banking, treasury management, wealth management and mortgage needs in Nebraska, Iowa, and Texas. We have 10 convenient full-service branch locations in the Omaha and Council Bluffs as well as full-service branches in the Jordan Creek area of West Des Moines and in two Dallas locations: Uptown and Tollway. Learn more about our story at www.SNBconnect.com/About-Us or visit us on LinkedIn and Facebook.

**NOTE: this role is required to be onsite for the initial training and as required for mandatory meetings/trainings.**

JOB SUMMARY

This position is responsible for promoting outstanding customer service via phoneline, video, and other technologies for external bank customers regarding general account inquiries and service requests related to, but not limited to: online banking, mobile banking, debit cards, credit cards, deposit accounts, loans and other banking related products and/or services. In addition, this role works with callers to establish rapport/trust, build relationships, determine needs and identify appropriate courses of action following established customer service guidelines while consistently presenting a professional image.

ESSENTIAL FUNCTIONS

Customer Care Center Service Support (45%)

• Answers incoming customer calls and engages in active listening with callers, confirming or clarifying information and diffusing upset clients, as needed.
• Assists external customers via phone and other technology with general deposit & loan inquiries, debit card, credit card, uChoose and related products & services.
• Successfully provides accurate solutions that meet or exceed customer expectations.
• Makes sales or recommendations for products or services that may better suit client needs.

Bank Systems & Support Tools (40%)

• Utilizes the banks software systems, such as, but not limited to: Navigator, Access Manager, Director, BPM, Express Client Service, Client Connect and the bank’s external facing website.
• Uses knowledge of bank’s electronic customer products, such as retail and business online and mobile banking, bill pay, and other ancillary products to guide customer in use of product.
• Utilizes the bank’s call center support tools, scripts and knowledge base to quickly resolve issues and provide customer solutions.

• Provides feedback for updates to Knowledge Base.

Customer Care Center Training (15%)

• Cross-train with team lead position to cover essential responsibilities/duties in event of absence.
• Attends provided call center-related training regarding call techniques and bank products as identified.

Performs other duties as required and assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Full range of knowledge of banking and call center products, services, policies, and procedures including sales.
• Knowledge and familiarity with company products, services, and policies.
• Ability to demonstrate resourcefulness in determining solutions for customer complaints.
• Ability to quickly identify what the customer is asking for and use the bank’s knowledge base and other available information to accurately assist the customer.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills.
• Superb verbal and written communication skills including strong proficiency using proper grammar, spelling, conveying information accurately, and active listening.
• Ability to use a customer- first mentality and make the client feel supported and valued.
• Ability to maintain a high level of professionalism during interactions with a customer, including portraying a pleasant, friendly, calm, and positive demeanor at all times.
• Decisiveness and attention to detail skills.
• Proficient skills in using necessary technology, including computers, mobile devices, software applications, phone systems, etc.
• Proficient skills in using MS Excel, Word, Outlook.
• Ability to maintain predictable and reliable attendance.

EDUCATION*

• Minimum of a High School degree or equivalent required.

EXPERIENCE*

• Minimum of 1-2 years of prior customer service experience in the banking industry required.
• Experience within a call center environment preferred.

*Equivalent education and experience will be considered.

AFFIRMATIVE ACTION
Security National Bank provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.