Customer Service Specialist

Company Vision

Security State Bank & Trust (SSB&T) has proudly served Texas communities since 1941. As a growing community bank, we are committed to building meaningful relationships, delivering exceptional service, and making a positive impact on the communities we serve.

Guided by our core values of Care, Do What Is Right, and Go Above and Beyond, we foster a culture where team members are empowered to grow, contribute, and make a difference. With 18 branches and growing, SSB&T offers rewarding career opportunities for individuals who share our commitment to service, integrity, and excellence.

The Customer Service Specialist is responsible for delivering exceptional service to customers by providing account support, resolving inquiries, processing service requests, and helping customers navigate the Bank's products and services. Reporting to the VP Operations this role serves as an important point of contact for customers and helps ensure a positive banking experience through professional, accurate, and responsive service.

The Customer Service Specialist contributes to SSB&T's success by building strong customer relationships, supporting customer retention, resolving service issues, and reinforcing the Bank's commitment to service excellence while adhering to Bank policies and regulatory requirements.

• Champion SSB&T’s Core Values:
  Model SSB&T’s core values, embedding them into data strategy, governance, and team culture.
• In addition to other duties as assigned from time to time in SSB&T’s reasonable discretion, your responsibilities include:
  • Customer Service & Relationship Support
  • Provide professional, accurate, and timely service to customers through in-person, telephone, email, and digital communication channels.
  • Assist customers with account inquiries, product and service information, transaction requests, and routine banking needs.
  • Build and maintain positive customer relationships by delivering exceptional service and support.
  • Identify customer needs and refer appropriate Bank products and services to enhance the customer relationship.
  • Resolve customer concerns and service issues promptly while ensuring a positive customer experience.
• Account Maintenance & Transaction Processing
  • Process account maintenance requests, account updates, customer service transactions, and related operational activities accurately and efficiently.
  • Assist with account opening documentation, customer onboarding activities, and product servicing requests.
  • Review customer requests and documentation for completeness, accuracy, and compliance with established procedures.
  • Maintain accurate account records and system updates within designated banking platforms.
  • Support operational tasks related to account servicing, research requests, and transaction processing.
• Customer Inquiry Resolution & Problem Solving
  • Research and resolve customer questions, account discrepancies, transaction concerns, and service-related issues.
  • Serve as a resource for customers regarding Bank policies, procedures, products, and service offerings.
  • Coordinate with branch personnel, operations teams, lenders, and other departments to facilitate timely issue resolution.
  • Escalate complex customer concerns or operational issues to appropriate personnel when necessary.
  • Follow up with customers to ensure satisfactory and timely resolution of requests.
• Operational Support & Quality Assurance
  • Support daily branch and operational activities by maintaining accuracy, efficiency, and adherence to service standards.
  • Review work for completeness and accuracy to ensure customer requests are processed correctly and timely.
  • Maintain records, logs, and documentation supporting customer service and operational activities.
  • Assist with balancing, exception resolution, reporting, and administrative support functions as assigned.
  • Support departmental goals related to service quality, productivity, and operational effectiveness.
• Compliance, Risk Management & Documentation
  • Ensure customer service activities comply with Bank policies, procedures, regulatory requirements, and internal controls.
  • Maintain compliance with BSA, AML, OFAC, CIP, privacy, and…