Online Customer Service Representative

Online Customer Service Representative

International Bancshares Corp

An Online CSR is responsible for guiding Online users through the Online Banking application. This involves troubleshooting errors, educating users on the services available. In addition the Online CSR will answer questions relating any other bank-related inquiry or requests, identify suspicious activity and failed processes, solicit sales of new or additional services, maintain confidentiality of bank records and documents, and meet productivity and service quality goals.

This is an IBC on-site position.

Time Type:
Full time. This is an in-office position. Department: 1140 Call Center.

• Provide service and support to advance online questions.
• Process customer inquiries utilizing bank resources.
• Assist calls with one call resolution.
• Refer new or additional services as needed.
• Analyze suspicious activity and take appropriate steps to protect the customer and the bank.
• Review the customer requests and submit appropriate documentation to fulfill the request.
• Maintain confidentiality of bank records and documents.
• Meet quality and performance standards.
• Utilize technical skill to troubleshoot online issues.
• Process online disputes.
• On-the-job training as assigned.
• Other duties as assigned.

• Oral and written communication skills
• Critical Thinking
• Empathy and adaptability
• Good customer service relationship skills
• Flexible to work schedule
• Knowledge with different mobile operating systems such as Android and iOS.
• Proficient with various search engines or internet browsers.
• Must be willing to work in an environment that requires 100% phone-based customer interaction; preferably with customer service experience.
• Bilingual in English and Spanish

• High School diploma or GED
• 1 year in a customer service environment/technical help desk environment, preferably by phone

Entry level

Full-time

Customer Service

Location:

San Antonio, TX