Customer Support Specialist

Organization and Purpose

At Rio Bank our vision, our people and our history make up the fabric of who we are. With deep roots in Rio Grande Valley, our mission is simple - We help our community grow. Since opening in 1985 we have expanded throughout the RGV and recently moved into the San Antonio area. We combine the financial strength of a large bank with the flexibility and personal touch of a local bank. That’s what makes Rio Bank “Your Kind of Bank. Your Kind of Banker.”

We are proud of our team and are pleased to announce an opportunity for a Customer Support Specialist to join our Contact Center. This position is based at Rio Bank's Corporate Office in McAllen, Texas. The ideal candidate has excellent phone etiquette skills, a strong desire to deliver world class service, and thrives in a fast pace environment where continuous learning is routine. Candidates must be able to work independently and on a team, dedicated to the success of the department and the Bank.

We invite you to explore this opportunity further and learn more about why Rio Bank is a great place to work.

Summary

As a Customer Support Specialist your voice is the first voice customers hear when they contact Rio Bank. You will help create the customer's experience and be responsible for managing large amounts of inbound calls, promptly greeting callers in a friendly and timely manner, and determining the appropriate response or direction for a caller. In this role you will provide support services to both customers and employees.

Work Schedule

This is a full-time position generally scheduled to work 40 hours per week.

• Monday – Friday:
  • 8:00 a.m. – 6:00 p.m.
• Saturdays
  • Rotating Shift: 9:00 a.m. – 1:00 p.m.

What You'll Do

• Answer inbound telephone calls related to a wide variety of account inquiries.
• Greet customers promptly, professionally and in a friendly manner.
• Regularly use different electronic mediums to service the customer including chat, screen share, live camera, etc.
• Work and manage call queue efficiently to promptly assist company employees and customers.
• Properly verify callers according to established authentication procedures prior to providing sensitive account information or conducting maintenance.
• Answer customer inquiries and refer customers to the proper service area for issues that cannot be resolved by the Contact Center.
• Maintain a comprehensive knowledge of bank products and all procedures related to daily activities of the department.
• Maintain strict confidentiality at all times and in every situation. Discuss customer activities or account information with another bank employee or department on an “as needed” basis only.
• Identify and escalate priority issues or calls as needed.
• Promote the bank’s products and services. Explain other financial institution services including, but not limited to, consumer and commercial loans, certificate of deposit rates, debit cards, and merchant services.
• Comply with all Bank and department policies, procedures, rules and regulations, including security protocol.
• Work alternate Saturdays to provide necessary weekend coverage.
• Maintain a good record of attendance and punctuality.
• Perform other duties as assigned.

What We're Looking For

Required

• High School Diploma or equivalent required; some college hours preferred
• Two (2) years of banking or related experience required
• Strong written and verbal communication skills, able to explain Rio Bank products and services
• Bilingual in English and Spanish
• Proficient use of computers and Microsoft Office Suite (Word, Excel, PowerPoint)
• A strong attention to detail and be able to prioritize and meet deadlines
• Able to multitask, performing duties that often change on a daily basis
• Must be organized, detail-oriented, driven and a capable problem-solver and team player

What We Offer

• Paid time off
• Paid holidays
• 401(k) plan with company match
• Medical, dental and vision insurance
• Life insurance
• Employee assistance program
• Flexible spending account (FSA)
• Training and career development
• Charity match
• Community engagement
• Professional and collaborative work environment

Rio Bank is an equal opportunity employer and is committed to providing equal employment opportunity for all persons regardless of race, religion, color, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. Reasonable accommodations for an individual’s disabilities will be made for qualified applicants who are able to successfully perform the essential functions of the job with or without reasonable accommodation.