Customer Care Support I

Position Title:

Customer Care Support I

Exempt Status:

Non-Exempt

Reports to:

Assistant Customer Care Manager

Location:

Tyler Technology Center

Pay: $16.75 per hour

Full-time Benefits:

• Medical, Prescription Drugs, Dental, and Vision Insurance
• Insurance Eligibility for Team Members and Dependents Starting on the First Day of Employment
• 401(k) with a Match
• Basic, Voluntary, and Dependent Life Insurance
• Paid Time Off
• Paid Bank Holidays
• Workplace Wellness Programs
• Employee Assistance Programs
• Tuition Reimbursement

Job Summary: Creates a memorable telephone experience that delivers consistent and value-added services dedicated to developing lasting relationships and discovering opportunities for new business. Provides unmatched customer service through the telephone. The core duties of this position are to educate and assist customers with a variety of needs, concerns, and complaints, over the phone, in a manner that is as personal as if they were in person at a Southside Bank branch. Utilizes knowledge, skills, and judgement to assure the validity of calls taken and transactions processed.

Essential Functions:

• Builds customer loyalty by executing the Customer Service Standards and providing enthusiastic, professional, and courteous service to Southside Bank customers and employees.
• Shows genuine interest in helping customers through telephone conversation, by identifying their needs of financial products and services while meeting needs.
• Consistently performs with accuracy and efficiency to build customer confidence and trust.
• Maintains positive and supportive relationships with team members and customers.
• Promotes efficiency with unwavering patience and determination to solve customer's needs.
• Effectively communicates with customers through the telephone and with team members across the Bank.
• Performs duties according to set Bank procedures and policies.
• Performs well-defined activities, which require accuracy and attention to detailed information.
• Types, enters, transcribes, and posts data.
• Gathers, collates, classifies, and reports information.
• Analyzes data to determine the time, place or sequence of operations.
• Adapts effectively to changing work tasks, technology, procedures, conditions and physical demands.
• Applies prudent judgment to carry out verbal or written instruction and to solve problems in standardized work situations.
• Knows the products and services offered by the Bank with the ability to explain key benefits to customers.
• Maintains the security and confidentiality of pertinent information and records.
• Continues professional development through training, seminars, membership in professional associations, as applicable.
• Maintains confidentiality of all sensitive Bank information.
• Maintains a positive and caring atmosphere for customers and employees consistent with Southside Bank's mission, CORE Values, and Blue Book culture guide.
• Provides enthusiastic, professional, and courteous service to Southside Bank customers and employees.
• Participates in proactive team efforts to achieve departmental and company goals.
• Understands and agrees to abide by the policies and procedures established at Southside Bank.
• Responsible for complying with audit policies and procedures as they pertain to this position.
• Performs duties in compliance with applicable laws and regulations, including but not limited to the Bank Secrecy Act (BSA) and related anti-money laundering laws, and in accordance with the Bank's Information Security Program.
• Must comply with all applicable laws and regulations.

Additional Functions:

• Complies with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Performs additional duties as assigned or directed.

Required Education/Experience:

• High School diploma or general education degree (GED).
• One year of customer service experience.
• Proficient in typing, 10-key calculator and data entry.
• Excellent oral and written communication skills.
• Bilingual in Spanish preferred but not required.

Necessary Skills:

• Excellent attention to details.
• Excellent telephone etiquette skills.
• Clear Fluent English.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers and other employees of the organization.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to read and interpret documents such as safety rules, operating and maintenance.
• Ability to speak effectively before groups of customers or employees of organization.
• Intermediate personal computer skills, including electronic mail, record-keeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Handle multiple tasks simultaneously.

Physical Activity/Dexterity:

• Manual dexterity sufficient to reach/handle items and work with fingers. Works with fingers and perceives attributes of objects and materials.

Physical Environment Demands:

• Must be able to remain in a stationary position 90% of the time.
• The person in this position needs to occasionally move about inside the office to visit other offices, conference rooms, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and telephone.
• Constantly positions self to operate on a computer.
• The person in this position frequently communicates with other people throughout each day. Must be able to exchange accurate information when conversing.

Working Conditions/Environment:

• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
• Moderate noise (e.g. business office with computers and printers, light traffic).

Work Schedule/Hours:

• Monday through Friday, as scheduled, 8:00am - 7:00pm.
• Saturday, as scheduled, 9:00am - 4:00pm.
• Available for overtime, as needed.
• Possibility of extending operational hours.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)