Float Digital Customer Care Rep

Position Title:

Float Digital Customer Care Representative

FLSA Status:

Non-Exempt, Full Time

Reports to:

Customer Care Manager

Locations:

Tyler or Diboll

Full-time Benefits:

• Medical, Prescription Drugs, Dental, and Vision Insurance
• Insurance Eligibility for Team Members and Dependents Starting on the First Day of Employment
• 401(k) with a Match
• Basic, Voluntary, and Dependent Life Insurance
• Paid Time Off
• Paid Bank Holidays
• Workplace Wellness Programs
• Employee Assistance Programs
• Tuition Reimbursement

Summary of the Job: The Float Digital Customer Care Representative is responsible for assisting customers via telephone inquiries and acts as a backup on digital platforms to deliver the highest level of customer service. Follows all appropriate Bank policies and procedures. The additional core duties of this position are to educate and assist customers with a variety of needs, concerns and complaints, through a number of telephone inquiries and different media’s, in a manner that is as personal as if they were in a branch. Tactical emphasis is on quality Customer Care, educating, and going above and beyond to meet the needs of the customer. A commitment to excellence is required for this position.

Essential Functions:

• Effectively assist a large number of customers via multiple media channels, while accurately meeting their needs.
• Communicate effectively with all areas of the Bank and necessary officers to satisfy the needs of the customer in a secure and compliant manner.
• Respond to customer inquiries relating to general functionality of banking needs and/or systems.
• Understand the customer’s needs, business requirements and priorities; Know when Officer Level escalation is needed.
• Recommends initiatives and changes to improve quality of service for the team.
• Compiles and updates production escalation trackers throughout the day and end of day production reports highlighting actions taken and QA measurements.
• Perform data entry in multiple internal applications.
• Perform simple routine tasks repetitively according to set procedures.
• Perform well-defined activities, which require accuracy and attention to detailed information.
• Typing, entering, transcribing or posting data.
• Gathering, collating, classifying and reporting information.
• Analyze data to determine the time, place or sequence of operations.
• Adapting effectively to changing work tasks, technology, procedures, conditions and physical demands.
• Apply common sense to carry out verbal or written instruction and to solve problems in standardized work situations.
• Apply common sense to carry out detailed written, verbal or diagrammatic instructions and to solve complex problems in standardized situations.

Required Education/Experience:

• High School diploma or general education degree (GED)
• One year of current customer service and banking experience providing administrative support required.

Necessary Skills:

• Excellent communication and interpersonal skills; ability to maintain positive relationships, promoting efficiency among a group of workers; service oriented.
• The ability to manage multiple media platforms at one time.
• Consistent quality with internal and external customers.
• Excellent attention to details.
• Telephone etiquette skills.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to handle multiple projects simultaneously while meeting deadlines.
• Ability to work effectively independently and collaboratively.
• Required ability to remain objective while performing quality control functions.
• Required knowledge of banking operations and bank products and services.
• Ability to demonstrate a thorough knowledge of Outlook, Word, Excel, and PowerPoint, as well as familiarity with internal applications.
• Schedule flexibility to accommodate evolving business needs of Social Media channels.
• Exceptional ability to communicate in a written form.
• Highly organized and innovative in ability to problem solve and think outside of the box.

Physical Activity/Dexterity:

• Manual dexterity sufficient to reach/handle items and work with fingers. Works with fingers and perceives attributes of objects and materials.

Physical Environment Demands:

• Must be able to remain in a stationary position 90% of the time.
• The person in this position needs to occasionally move about inside the office to visit other offices, conference rooms, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and telephone.
• Constantly positions self to operate on a computer.
• The person in this position frequently communicates with other people throughout each day. Must be able to exchange accurate information when conversing.

Working Conditions/Environment:

• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
• Moderate noise (e.g. business office with computers and printers, light traffic).

Work Schedule/Hours:

• Monday through Friday; 7:30a-7:00p
• Saturday as scheduled 8:30a-4:00p.
• Available for overtime as needed.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)