Customer Care Center

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

The Customer Care Center Representative serves as a primary point of contact for customers, delivering exceptional service through phone support and back‑office processing. This role is responsible for answering and directing calls, assisting customers with account‑related inquiries, and providing solutions that make banking more convenient. A critical function of this position is the handling of all Debit Card and ACH disputes, including timely documentation, tracking, provisional credits, and investigation management.

• Answer incoming customer calls promptly and professionally
• Provide accurate account information, including balances, transaction history, and general product information
• Transfer calls to appropriate departments when needed
• Respond to customer questions and concerns with professionalism, empathy, and care
• Identify customer needs and offer solutions to improve their banking experience

• Accept and initiate all Debit Card and ACH disputes in compliance with applicable regulations
• Obtain required customer information and documentation accurately and timely
• Track disputes through completion and ensure all deadlines are met
• Send required documentation and correspondence within regulatory time frames
• Process and communicate provisional credits when applicable
• Work collaboratively with internal departments and external vendors to complete investigations
• Provide clear updates to customers regarding dispute status and resolution

• Perform daily balancing and other assigned operational tasks
• Maintain accurate records and documentation
• Assist with additional back‑office functions as needed
• Ensure adherence to bank policies, procedures, and regulatory requirements

• Deliver consistently high-quality customer service
• Educate customers on services and tools that make banking easier and more convenient
• Demonstrate ownership of customer issues through follow‑up and resolution

• Windows Computer
• Microsoft Word, Excel, and Outlook
• Polycom phone system
• Scanner/copier

• Excellent verbal and active listening skills
• Ability to communicate clearly, professionally, and calmly
• Strong customer service mindset with a solutions‑oriented approach
• Ability to explain banking information in plain, easy‑to‑understand terms
• Empathy and patience when handling frustrated or concerned customers
• Analyze details to make a sound decision
• Ability to work in a fast‑paced environment

• Professional demeanor and positive attitude
• Willingness to learn and adapt to changing procedures or regulations
• Ability to work collaboratively with coworkers, supervisors, and other departments
• Open to feedback and receptive to coaching or process improvements

High School Diploma

Customer Service: 2 years (Preferred)

Financial Services: 2 years (Preferred)

Yoakum National Bank is a competitive employer and provides many benefits from a choice of insurance coverages, Paid Time Off, company‑matched 401k contributions.