Customer Care Banker Call Center (Bilingual English​/Spanish Required

Customer Care Banker Call Center (Bilingual English/Spanish Required)

About the Organization Point Bank has been an independent, locally-owned community bank serving Denton County, Texas since 1884 - over 135 years! Currently, we have nine branches conveniently located throughout Denton County. We, at Point Bank, would like to invite you to use our banking services, as well as consider joining our team of dedicated employees! Point Bank's mission is to make every customer feel like the only customer so they refer their family and friends.

To accomplish this, we provide a fun and professional environment where employees are challenged to be the best version of themselves.

POINTBANK

Promote, market, and facilitate the overall sale of products of the bank. Contribute to the bank’s growth by the effective sale of bank services to new and existing customers with emphasis on courteous and professional service.

This position is classified as Non-Exempt under the FLSA.

The purpose of this position is to:

Answer all incoming calls from customers and employees to assist with requests.

Provide support to all other bank employees, including assisting the Operations Department and assist with other Operational duties, as directed by the Customer Care Manager or the EVP of Customer Experience.

Answer all incoming calls from customers and employees to provide assistance or transfer the call to the appropriate individual as needed.

Responsible for assisting all callers in all facets of banking, including, but not limited to balance inquiries, review of loan or deposit account histories, inquiries about procedures, inquiries about products and services, verifying we have current contact information (address, phone number, email address), training customers on the use of 24 hr. X-Press banking, online banking, bill pay, transfers of funds, card disputes and limit increases, issuing fee refunds when approved, processing return mail, fraud concerns and phishing/scams, etc.

Customer Care Banker is expected to learn appropriate terminology and phrasing of responses to customer questions or concerns to best service the customer and promote the bank.

Responsible for sales, cross-sales and referrals of bank products and services to new and existing customers, and documentation of all referral activity in the CRM.

Responsible for inputting issues/complaints as Cases into CRM.

Assist as needed in contacting customers regarding compromised cards, fraud, phishing/scams, etc.

Educate callers regarding identity fraud, phishing scams, etc., and that the bank will not ask for confidential information via text, email, etc.

Provide support and assistance with other Operations duties, as directed by Management, including but not limited to, preparing notices for mailing, address changes, verifying documents and images, card production/stuffing/mailing, daily reports, etc.

Assist with training of new employees when needed.

Attend all meetings and complete all training required to ensure regulatory compliance.

Comply with all applicable Federal and State regulations and guidance associated with the performance of your job function.

Comply with all applicable BSA/AML/OFAC policies and procedures associated with the performance of your job function, including participation in required training and identifications of suspicious activity.

Responsible for making suggestions to improve branch/departmental operations and overall bank.

Perform other duties and assignments within the bank at Management’s request; accept any cross-training as directed by Management, works in other branches if needed.

Frequency: (R) Rarely 0-15%; (O)…