Customer Support Specialist

Job Summary

Each individual at Kleberg Bank must be committed to the Service Standards of Excellence, to individual responsibility for professionalism with words, actions and appearances, and to the financial performance of the Bank. It is the responsibility of each Team Member to be proactive, to maintain a positive attitude and to recognize that each of us is 100% responsible for our own personal attitude, as well as the attitude of those around us, and to practice consistently the Kleberg Bank values of Integrity, Soundness, Focus, Stewardship, Empathy and Enlightenment through excellent service.

Responsible for all customer service, sales, and relationship management duties while reaching established goals. Master the Kleberg Bank delivery process and product knowledge to develop customer relationships by performing the following essential duties.

Essential Duties

• Maintain a basic knowledge of all Kleberg Bank products, services, procedures, policies and appropriate regulatory issues relating to daily job functions including but not limited to: Bank Secrecy Act; Privacy; Fair Lending; Regulation E; deposit, transaction and loan accounts.
• Risk management and review of all deposit and loan transaction account activity including online banking applications, ATM and Mobile deposits, kiting, and uncollected funds activity, posting accuracy, image archive and retrieval, and document management activities.
• Maintain the integrity of the core system and input system changes when requested.
• Identify, research, and resolve transaction discrepancies.
• Processes online banking requests, including online banking applications, verification of deposits, secure messaging, custom cards, fax and mailed correspondence.
• Identify, research, and resolve transaction and general ledger outages.
• Compliance with laws, regulations, policy, procedures, and the Team Handbook.
• Process account documents making sure the documents are complete and in compliance with bank procedures.
• Develops periodic reporting that demonstrates effectiveness of program and losses detected and/or prevented.
• Prepares activity reports of all charged off accounts.
• Risk management and review of new account activity to ensure sound deposit growth.
• Development of team members to provide a high level of capability and competence.
• Produces correspondence and makes phone contact with customers in overdraft status according to defined strategy guidelines.
• Reports closed accounts to Telecheck, E-Port and/or SARMA.
• Maintains collection efforts and records, once accounts have been charged off.
• Manages the decision-making process associated with paying accounts into the overdraft to ensure maximum profitability and minimize loss of principal.
• Maintain a basic knowledge of all Kleberg Bank products, services, procedures, policies and appropriate regulatory issues relating to daily job functions including but not limited to: Bank Secrecy Act; Privacy; Fair Lending; Regulation E; deposit, transaction and loan accounts.
• Continually meets customer service expectations by offering excellent service to both external and internal customer requests.
• Follow proper procedures accurately and efficiently for all customer-servicing activities performed. Reviews file maintenance for loan and deposit transactions.
• Supervises the process of updating and maintaining the bank's overdraft account program including eligibility status on all accounts, monitoring accounts that have been paid into the overdraft, managing the process to charge off and report overdrawn accounts, and working with customers (as appropriate) on repayment agreements.
• Conducts monthly risk review of overdraft account program overdrawn accounts and assigns account relationship/collection strategies based on deposit history (number of days since last deposit, average days between deposits and current number of days overdrawn.)
• Prepares reports on overdraft balances by age, collections, charge-offs and recoveries for all overdraft accounts.
• Coordinates Overdrawn Account Fresh Start Loan Program with the banking center that the customer will visit to sign the note.
• Participate in all meetings, bank functions and customer appreciation/community involvement functions as requested/assigned by supervisor.
• Adhere to established standards, policies and procedures.
• Deliver strong community visibility.

AAP/EEO Statement

Kleberg Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status of protected veteran, among other things or status as a qualified individual with a disability.

Other Duties

Duties, responsibilities and activities may change at any time with or without notice.