JOB CLASSIFICATION

Full / Part-time: Full-time

Hours Per Week: 40 hours

Location: 1801 S 2nd St, McAllen, TX 78503

JOB SUMMARY 

The Customer Care Center Agents build relationships and trust with our customers by listening and paying attention to their needs. Our agents value and appreciate our customers, take ownership and pride in their work. As a customer care agent, you will receive a large volume of customer inbound calls in a call center setting. Additionally, making outbound calls as needed. All customer interactions are related but not limited to our bank products and services, online banking, bill pay, mobile banking, and account maintenance requests. Support is provided to clients by phone, email and chat. 

ESSENTIAL DUTIES 

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned. 

1. Greets and assists customers in a friendly but professional manner. 
2. Identifies customer needs and provides appropriate solutions to meet customers’ satisfaction 
3. Takes ownership of each customer while empathizing and prioritizing customer needs 
4. Research customer problems 
5. Processes customer requests timely and effectively 
6. Responds effectively to requests requiring immediate attention 
7. Processes transfer requests, stop payment orders, change of address, debit card activation, cancellation and limit increases, disputes, account closure and other customer requests 
8. Assists customers with digital banking channels, including, online banking, bill pay services, mobile banking and Chat inquiries 
9. Delivers a customer focused experience 
10. Consistently meets and maintains Department standards and goals 
11. Ensures that all departmental documents and activities are performed in compliance with Bank policies and procedures, as well as all applicable state and federal banking regulations as they apply to this position. 
12. Other duties as assigned. 

QUALIFICATIONS 

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines. 

• 1 year minimum of customer support experience strongly preferred 
• Bilingual— English/Spanish strongly preferred 
• Excellent verbal, written, and interpersonal communication skills with both external and internal customers. 
• Must be willing to work in an environment that requires 100 percent phone-based customer interaction. 
• Must present a friendly, professional image and conduct. 
• Must maintain punctual and regular attendance. 
• Must be self-motivated with strong initiative, high level of accountability, and attention to detail. 
• Excellent analytical, time management, organizational and problem-solving skills with the ability to multi-task and work in a deadline-driven environment. 
• Excellent PC skills, including word processing and spreadsheets via Microsoft Office products, Adobe Pro and other custom applications and systems. 
• Ability to be flexible and adjust to changing schedules. 

EOE/M/F/D/V  

BANK SECRECY ACT (BSA)

All employees of Vantage Bank, herein referenced to as the “Bank”, must comply with the terms of the BSA Policy upon acceptance of this position. The primary responsibility for enforcement of this policy and its operating procedures rests with the BSA/AML/OFAC Officer. However, it is the responsibility of each employee to take the required BSA training modules and become familiar with and adhere to the Bank Secrecy Act, Anti Money Laundering and Office of Foreign Asset Control Policy.