Call Center CSR III- Customer Service Specialist

Job Description

Office

Location:

Abilene, Texas, United States

Starting Pay Rates: $19.00 per hour (Non‑Bilingual); $20.00 per hour (Bilingual – English & Spanish)

This position is on‑site at our Operations Center located in Abilene, Texas. Remote or hybrid work is not available. The role may require Saturday and holiday hours as part of the scheduled shift, and the incumbent must be able to work flexible or extended hours as business requires.

• Serve as a First Financial Call Center CSR III, supporting all products and services in our retail and commercial lines of business via inbound and outbound customer service calls.
• Bank operations
• Bank regulations
• Transaction processing
• Electronic services
• Marketing
• Promotional activities
• Online banking and mobile banking issues
• Other inquiries as required by business objectives
• Handle and respond to 100‑200 calls daily, providing excellent customer service through active listening.
• Meet and exceed service goals, building and advancing customer relationships.
• Maintain confidentiality of customer information.
• Communicate appropriately with customers.
• Resolve issues on the first call by adopting a proactive service approach.
• Remain on the phone approximately 90% of scheduled time and adhere to predefined activity schedules.
• Identify customer needs and suggest appropriate products and services.
• Utilize technology to support and troubleshoot online services, gather information, and track interactions.
• Actively participate in the Customer Service First sales and service culture, supporting the organization’s values and following established bank policies and procedures.
• May be required to work Saturday and holiday hours, and must be able to work flexible or extended hours as business requires.

• Promptly answer incoming phone calls and accurately identify customer needs.
• Use bank phone equipment and multiple systems simultaneously.
• Actively participate in the sales and service culture, supporting the organization’s values and policies.
• May need to work Saturday and holiday hours, and must be able to work flexible or extended hours as business requires.

• Two years of consistent customer service experience, preferably in financial services.
• Six months of call‑center experience is desirable.
• High School diploma or GED.
• Excellent written and verbal communication skills; proficiency in Windows applications, internet browsers, mobile devices, and basic computer hardware.
• Ability to meet training standards and availability to work various shifts, including evenings and weekends.

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. Employees who have access to the compensation information of other employees or applicants as a 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)