Customer Care Specialist - McAllen, TX

Position Summary

The Customer Care Specialist is primarily responsible for ensuring that the company's customers who initiate contact with the customer care center receives a satisfactory level of service with their requests, questions and concerns. This includes processing service request and account updates, resolving or escalating complaints, and providing information regarding banking products, policies, online services, debit cards and customer accounts.

Principal Duties and Responsibilities

• Answer incoming calls in a high-volume call center environment; communicate directly and builds strong business relationships with customers, as well as internal and external service providers.
• Provide timely and accurate customer service support such as processing service requests and account updates, resolving or escalating complaints and providing information regarding banking products, policies, online services, debit cards and customer accounts.
• Meet individual and department performance objectives, standards and goals.
• Actively identify appropriate opportunities to market additional bank products and effectively cross sells or refers customers to the appropriate sales staff.
• Make outbound calls to customers related to the Bank's overdraft protection service.
• Make outbound calls to customers related to customers debit card transactions.
• Maintain current working knowledge of the Bank's policies, procedures, products and services; complies with banking and privacy laws and regulations.
• Respond to requests submitted via email.
• Follow up and process customer requests such as stop payments and address changes.
• Support customers with any retail online banking questions and issues.
• Support customers with questions and issues regarding Zelle, Digital Wallet and Transfer Now.
• Ability to learn and adapt to new information and technology platforms.
• Support customers with debit card inquires, including international debit card requests and debit card transaction denials.
• Engage in projects and other activities during low call volume, such as reviewing zero balance account reports daily.
• Provide support to all operations functions within central operations.
• Complete appropriate call logs and / or call reports.
• Ability to exercise discretion and handle sensitive and confidential issues.
• Comply with federal and state regulations and all established bank policies and procedures.
• Perform other duties as assigned.

Other Responsibilities

Qualifications, Education and Experience Requirements