Customer Solution Center Lead

Job Description

Benefit highlights: 11 Paid Holidays, 15 days of PTO, 401k Matching, Health Benefits, and more!

The Customer Solution Center Team Lead is a hybrid position cross-trained to support the two divisions that make up the Customer Solution Center. The Solution Center is a combination of a traditional call center environment along with the advanced interaction of an Interactive Personal Teller Machine (PTM). The PTM provides live video technology in addition to standard ATM services and online banking support. The Team Lead will offer support and guidance to agents and specialists in accordance with PlainsCapital Bank policies and procedures and monitor for effective use of time and resources, while continually reinforcing Bank customer service standards.

Responsibilities

• Provides overrides for transactions, decisions on transaction holds and serves as an escalation point for more complex customer issues including the de-escalation of irate callers, as necessary.
• Coordinating directly with management, assists with reporting, work-flow management, and training and coaching of team members to ensure customer service satisfaction and guidelines are being followed.
• Provides teller assistance to customers via live video technology by providing step-by-step guidance through the PTM channel. Educates customers on the use of PTMs and provides technical support while utilizing the video banking technology.
• Follows established customer service guidelines with each customer and consistently presents a professional image while conveying a positive banking and customer service experience to ensure customers receive service beyond expectations.
• Assists customers with all routine teller machine transactions including but not limited to cash and check deposits, cash withdrawals, transfers, loan payments, and account balance inquiries.
• Identifies banking and service needs by initiating conversations with all customers and performs general services, resolves issues, or refers customers to a branch or other bank department for follow-up and resolution, if needed.
• Answers customer inquiries concerning products, services, notices, statements, etc. Assists customers with internet banking, researching and assisting with debit card issues, and performing other various customer and account maintenance tasks.
• Uses a computerized system for customer verification, gathering relevant information to complete the transaction, validating information and processing transactions.
• Understands and utilizes alternative delivery channels in order to educate customers and offer options to meet their constantly changing banking needs.
• Initiates follow up phone calls and assesses potential customers’ needs in order to open new accounts via online leads that have been submitted on the PlainsCapital Bank website.
• Coordinating directly with management, assists with maintaining training materials which includes best practices as well as step-by-step procedures for job tasks.
• Maintains current knowledge of and follows all bank policies and procedures while ensuring compliance with all security, audit, and customer privacy requirements.
• Other projects and duties as assigned.
  
  
  

Qualifications

• High School diploma, general education degree (GED), or equivalent education required.
• 3 or more years of experience in customer service in retail banking, bank call center, or similar financial services role required. Previous experience with interactive teller machines strongly preferred. Demonstrated lead or supervisory experience strongly preferred.
• Must have effective verbal, written and interpersonal communication skills and demonstrate professional customer service through live video feed interactions.
• Bilingual fluency (written and spoken) in English and Spanish strongly preferred
• Must maintain professional appearance and appear comfortable, professional, and friendly on camera.
• Ability to establish a rapport and build relationships through a virtual environment.
• Ability to understand and comply with banking laws and regulations.
• Excellent PC skills, including word processing and spreadsheets via Microsoft Office products as well as the ability to learn and use custom applications and systems. Must have proficiency with 10 key touch.
• Ability to multi-task while maintaining attention to detail and operating multiple computer programs to ensure transaction integrity.
• Must be able to work a rotating schedule based on the department’s hours of operation which includes extended hours and weekends
  
  
  

The above statements are intended to describe the general nature and level of work being performed by individuals in, or assigned to, the above position and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required, and may be changed at the discretion of the Company.

About Us

PlainsCapital Bank was founded in 1988 by a group of young bankers who dreamed of bringing relationship banking to their hometown of Lubbock, Texas. With the acquisition of Plains National Bank, a Lubbock financial institution with one branch and approximately $198.8 million in assets, they began growing the bank one relationship at a time.

Over 30 years later, PlainsCapital Bank has held fast to its tried-and-true relationship-based culture and its commitment to financial strength and stability. PlainsCapital Bank ranks sixth among the largest banks headquartered in Texas by deposits and has a statewide presence with approximately 59 locations in markets such as Austin, the Coastal Bend, Dallas, Fort Worth, Houston, Lubbock, the Rio Grande Valley, and San Antonio. Backed by decades of experience, our knowledgeable bankers are renowned for their straightforward approach and for taking exceptional care of their clients. They bring both financial and industry expertise along with vast local market knowledge to each client relationship.

PlainsCapital Bank conducts both commercial and consumer banking, providing a full suite of commercial banking products and services to fit any business model and convenient services, personal attention, and account features to help simplify managing personal finances.

PlainsCapital Bank continues to remain strong and stable, delivering highly personalized service and a single point of contact to help customers reach their financial goals.

To learn more, please visit us online at plainscapital.com/about .