Customer Service Representative I (PT)

JOB SUMMARY

The Customer Service Representative answers 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

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 six months of previous experience working in a customer service department, or similar operation
• 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, required
• Must be able to work a flexible schedule Monday through Friday 7:30 a.m. – 9:00 p.m. including Saturdays from 9:00 a.m. to 6:00 p.m. and Sundays 12:00 p.m. – 6:00 p.m.
• Monday through Friday from 6 p.m. – 9 p.m. earn an extra $2.00 per hour in differential pay.
• Saturday and Sunday from 12 p.m. – 6 p.m. earn an extra $2.00 per hour in differential pay.
• One year 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 Stateme