Customer Solution Center Specialist

Customer Solution Center Specialist

Plains Capital Bank

The Customer Solution Center Specialist is responsible for delivering exceptional service via phone and Interactive Personal Teller Machines (PTMs). Specialists guide customers through live video to complete transactions, perform routine services, and recommend new accounts, products, or loan opportunities. The role blends a traditional call‑center environment with live‑video banking and online support.

• Provide teller assistance via live video, guiding customers through the PTM channel and offering technical support.
• Follow customer‑service guidelines, maintaining a professional image and exceeding service expectations.
• Assist with routine teller‑machine transactions: cash and check deposits, withdrawals, transfers, loan payments, and balance inquiries.
• Identify customers’ banking needs, resolve issues, and refer to branches or other departments when necessary.
• Answer product and service questions, aid with internet banking, debit‑card issues, and various account‑maintenance tasks.
• Use computerized systems for customer verification, information gathering, validation, and transaction processing.
• Participate in training new employees by shadowing customer interactions and performing role‑reversal during final training stages.
• Continuously maintain knowledge of company software, products, and services to effectively address inquiries.
• Educate customers on alternative delivery channels and offer options that meet evolving banking needs.
• Initiate follow‑up calls to assess potential customers and open new accounts via online leads.
• Assist with escalation resolution when a lead, supervisor, or manager is unavailable.
• Perform additional duties as assigned.

• High School diploma, GED, or equivalent education.
• Minimum 2 years of retail banking, call‑center, or comparable financial‑services experience.
• Exceptional customer‑service and interpersonal skills demonstrated through in‑person, live‑video, or phone interactions.
• Bi‑lingual ability in English and Spanish strongly preferred.
• Strong verbal, written, and interpersonal communication skills.
• Capability to establish rapport and build relationships virtually or over the phone.
• Maintain up‑to‑date knowledge of bank policies and compliance requirements, ensuring customer confidentiality.
• Proficiency in Microsoft Office (word processing and spreadsheets) and ability to learn custom applications. Must be proficient with 10‑key touch.
• Multi‑task while maintaining attention to detail across multiple computer programs to ensure transaction integrity.
• Availability to work a rotating schedule, including extended hours and weekends.

Plains Capital Bank was founded in 1988 by a group of young bankers who dreamed of bringing relationship banking to their hometown of Lubbock, Texas. With the acquisition of Plains National Bank, the bank expanded to 55 locations across Texas, maintaining a relationship‑based culture and financial strength. Plains Capital offers both commercial and consumer banking with comprehensive products and personalized service to help customers achieve their financial goals.

The above statements are intended to describe the general nature and level of work being performed by individuals in, or assigned to, the above position and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required, and may be changed at the discretion of the Company.

Entry level

Full‑time

Consulting, Information Technology, and Sales

Banking