Customer Service Representative III

Description

JOB SUMMARY

The Customer Service Representative III answer inbound customer telephone inquiries in a responsive and courteous manner.

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, including cross training across other departments, as necessary.

• Resolves customer questions and problems regarding the bank’s portfolio of products and services and other miscellaneous customer service requests
• Completes and maintains related reports, records, and files
• Actively cross-sells bank products and services
• Makes referrals to appropriate bank business units
• Provides support to all operations functions within the Call Center
• Participates in job specific training and other various Bank training programs, as necessary
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML

Qualifications

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.

• A self-starting team player who possesses a High School Diploma or G.E.D. and at least one year of previous experience working as a Call Center Specialist II, or two years of closely related working experience
• Possess exceptional customer service and communication skills, and the ability to multitask and adapt to change quickly
• Must be PC literate with knowledge of spreadsheet, word processing, and internet
• Excellent verbal communication, organizational, interpersonal, and customer relations skills are necessary
• Must have good problem solving skills
• Attention to detail and mental concentration are necessary for accurately performing tasks while working at the computer for long periods of time
• Must be bilingual in English and Spanish
• Must be able to work a flexible work schedule Monday through Friday 7:30 a.m. - 6:30 p.m. and on rotating Saturdays from 8:45 a.m. to 1:00 p.m.
• Two years of previous banking or call center experience is preferred

ORGANIZATION

• This position reports to the Call Center Supervisor
• This position does not oversee other positions

TRAINING REQUIREMENTS

All employees are required to attend scheduled mandatory trainings and complete online regulatory compliance training courses applicable to their specific job function. In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements will be grounds for disciplinary action, including probation and possible termination.

COMMUNITY INVOLVEMENT

Lone Star National Bank’s Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity.  All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.

ATTENDANCE

Punctuality and regular attendance should be regarded as essential functions of any position at Lone Star National Bank.

Among other things, "good attendance habits" mean the following:

• Be at your work station ready for work by the start of each workday
• Remain at your work station, unless the needs of the job require being elsewhere, except during authorized breaks (including restroom breaks)
• Take only the time normally allowed for breaks
• Call in and notify your supervisor or another member of management if you are going to be either absent or tardy
• Alternate work arrangements such as telecommuting or working from home are not permitted by Lone Star National Bank

LSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.

Management reserves the right to change this position description at any time according to business needs.