Customer Service Specialist

Overview

7TH STREET Lvl3 - Kansas City, KS 66101

Position Type:
Full Time

Category:
Customer Service

Security Bank of Kansas City offers a job for you. In addition to our compensation and benefits packages, Security Bank offers full-time employees 11 paid holidays, rewarding and challenging growth opportunities, generous paid time off and discounted banking services.

The Customer Service Specialist delivers exceptional service to Security Bank of Kansas City customers through phone, video, and all digital communication channels. This hybrid role combines responsibilities of a virtual teller and customer support center associate to provide timely, accurate, and courteous service. The ideal candidate is tech‑savvy, customer‑focused, detail‑oriented, and thrives in a dynamic environment. This position fosters long‑term customer relationships by delivering personalized banking solutions and education on digital tools and products.

This position requires the flexibility to work in Virtual Banking Department and Customer Support Center and adhere to the assigned hours of both departments.

• Deliver exceptional service to customers via ITM video and CSC telephone interactions.
• Assist customers with account inquiries, transaction processing, and online banking support.
• Identify and act on cross‑sell opportunities and refer to appropriate banking partners.
• Balance virtual cash drawer using ITM software and process financial transactions accurately.
• Educate customers on digital services such as mobile banking, online bill pay, digital wallet, debit cards and e‑statements.
• Maintain confidentiality and adhere to all regulatory, compliance, and bank policy standards.
• Adhere to all hold polices on check deposits under Regulation CC and any internal bank standard operating procedures or guides.
• Recognize and report unusual account activity or suspected fraud.
• Maintain working knowledge of bank products and services.
• Support marketing and customer engagement initiatives through informed communication.
• Work on‑site and remotely as scheduled by management.
• Perform other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent required.
• Minimum 1 year of experience in banking, customer service, or call center preferred.
• Strong verbal and written communication skills.
• Comfortable using computers, internet browsers, and banking software.
• Ability to multi‑task in a fast‑paced environment.
• Customer‑focused mindset with excellent problem‑solving skills.
• Strong attention to detail and ability to follow procedures accurately.
• Professional demeanor and appearance.
• Reliable attendance and punctuality are essential.

• Bilingual in English/Spanish

• Physical Demands:
  While performing the duties of this job, the employee is regularly required to walk, talk, see and hear. The general level of physical activity would be defined as sedentary. The employee is occasionally required to stand and frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms. Some movements of the hands, arms, and wrists may involve repetitive motions.
  
  Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Regular attendance and punctuality are necessary and essential functions.

• Cognitive/Mental Requirements:
  While performing the duties of this job, the employee is required to comprehend and use basic language, either written or spoken, to communicate information and ideas, both simple and complex. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations;
  
  also…