E- Services Associate Plano Ops

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Full Time Specialist Non Exempt Plano Operations, Plano, TX, US

6 days ago Requisition

Prosperity Bank is an Equal Opportunity Employer.

Responsible for the resolution of chats, and emails from both internal and external customers. Will preform a wide variety of complex and technical task associated with customer transactions within specified time and quality parameters. Additional responsible to promote the image of the Bank in a professional and positive manner.

• Assumes responsibility for the effective and professional performance of financial service functions.
• Assist Management in supervising the Customer Service Center Representatives.
• Handles complaints in a professional manner.
• Professional and promptly handles escalated chats or calls and provides customer resolution to benefit the customer as well as the Bank.
• Assist Management in coaching and training of personnel.
• Takes ownership and ensures timely responses and resolutions of all customer issues, both internal and external through chat and email.
• Performs various account maintenance and transactions related to customer information and or products.
• Remains proficient for numerous products and services of the Bank, including but not limited to:
  • Consumer Internet Banking
  • Consumer Bill Pay
  • External Transfers
  • E-Statements
  • Debit Cards
  • Consumer Loans
  • Account Servicing (Stop Payments, Adjustments, refunds, address changes, etc.)
  • Research
  • Deposit Products
• Attend various product knowledge and customer service training classes – both online and in a classroom setting.
• Ensure optimum knowledge of all systems used by E-Services.
• Answers questions and solves problems for customers by reading, collecting data, and securing answers.
• Handles complaints in a professional manner.
• Presents and explains Bank products and services to customers and assists in meeting their financial needs including the following: opening, closing, and maintaining checking, savings, time deposit, and individual retirement accounts as well as working with safe deposit boxes, savings bonds, credit cards and consumer loans.
• Consistently strives to meet the Customer Service Center’s E-Service quality goals.
• Maintains and projects the Bank's professional reputation, while adhering to the Bank policies.
• Other duties as assigned.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
• Keeps management informed of problems.
• Maintains a professional working relationship with all associates in the Customer Service Center.

• Assists other departments, as necessary.
• Keeps work area clean, secure, and well maintained.
• Maintains the privacy of customer information.

SUPERVISORY RESPONSIBILITIES: This role has no supervisory responsibilities.

• 1. Financial service functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• 2. Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved.
• 3. Accurate and complete information about Bank products and services is provided to customers.
• 4. Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Management is informed of activities.
• 5. Consistently meets established call quality standards.
• 6. The Bank's professional reputation is conveyed and…