Senior Customer Care Specialist-1

Join TBK Bank!

At TBK Bank, a subsidiary of Triumph, we're a team of passionate, driven, collaborative, solutions-minded people who want to make a difference in the lives of our customers and communities. Our mission is to do well and to do good at the same time. We accomplish this by working together, because at the end of the day, TBK means striving for excellence, while delivering with humility. We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals.

Position Summary: This role will handle in-bound calls, emails, and chats in a fast-paced environment while processing customer requests. Assist with customer service requests, troubleshooting issues such as online banking, mobile banking, bill pay, general website information, debit card questions, and transaction requests. Assist branches concerning online banking, mobile banking and bill pay. 

The Senior Customer Care Specialist must be able to provide exceptional customer service at all times, listen to and comprehend customer and staff inquiries, answer questions, solve problems, assist with complex issues as needed and handled escalated calls.

Essential Duties & Responsibilities

• Understands the importance of maintaining confidentiality of customers’ financial information, and proper customer authentication methods.

• Listens, comprehends, resolves problems, and provides exceptional customer service during every call, email, and chat.

• Ensures that customer service functions are performed in accordance with established Bank policies and procedures.

• Keeps management abreast of any significant trends or problems.

• Adheres to all bank and regulatory requirements and participates in required training.

• Demonstrates an understanding of TBK Bank products and services.

• Recognizes an opportunity to deepen a customer’s relationship with core TBK Bank products and services.

• Is proactive in assessing and providing suggestions to offer improved service.

• Trains branches on new or existing online banking, mobile banking, and bill pay products.

• Assists management with Customer Care customer requests such as Fee Refunds, Fee Waivers, and Debit Card Limit Increases.

• Calls are monitored by New Hires for training purposes.

• Assists with Online Banking inquires.

• Assists with Escalated Customer situations over phone as well as email.

• Assists with training of New Hires.

• Performs other duties, as assigned

Experience & Education

• High School Diploma or equivalent.

• 1-2 years of experience in a banking environment is preferred.

• 1-2 years of experience in a call center environment is preferred.

• Length of Employment with TBK Bank 9 months to 1 year or previous employment equivalent.

Skills & Abilities Required

• Excellent written and verbal communication skills.

• 1-2 years of experience using Microsoft Office products including Word, Excel, and PowerPoint.

• Work professionally with, and generate goodwill between other departments.

• Strong attention to detail and good organization skills.

• Maintain monthly SLA/Call monitoring of 80.0% or better.

• Comply with department & bank  Policies.

• Completion of Additional Trainings listed in the training guide.

Work Environment

The work environment characteristics described here may be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.

• Specific vision abilities are required by this job due to computer work.

• Light to moderate lifting is required.

• Regular, predictable attendance is required.

We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.

Go on.  Do it.  Apply Today!