Support Center Specialist

POSITION DESCRIPTION

POSITION TITLE: Support Center Specialist JOB GRADE: CSR 2-5

REPORTS TO: Support Center Management LOCATION: Main Nac. DIVISION: Info and Technology

JOB SUMMARY:

The Support Center employee must demonstrate increased knowledge and skills in order to meet customer and CBTx employee's expectations of service and professionalism.

Receives, researches, resolves and promptly responds in person, by telephone, or electronically to inquiries and requests with regard to a variety of checking, savings, account services including; account status, account balances, payoff amounts, stop payments, temporary holds, address and phone number changes, monetary transfers, funds availability, NSF items, Debit card ordering, statement requests as well as moving of funds electronically using CBTx mobile and online banking services.

As well as specializing in operational processing and problem resolution including but not limited to; Compromised debit cards, Instant Issue debit cards, Mobile and ATM Deposits, Mobile Banking, Outbound calls for online registrations, Internet Banking (Approvals, Customer Chat, E-statements, Support Emails), ITM (Interactive Teller Machines) Balancing and Machine error resolution, Support Tickets. E-Money services like Zelle.

Recognizes and Identifies customer needs and makes referrals to appropriate CBTx deposit, loan, trust, and insurance specialists. Performs quality control functions, reporting, and performance tracking.

PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Recognizes and addresses customers by name using their security passwords. Listens carefully to customer requests, comments or complaints and responds with appropriate solutions, whether in person, by phone or electronically, in accordance with CBTx procedures.
2. Will be trained to process several reports as needed. Expertise in utilizing current technology and numerous software packages used by the Bank is a must as well as being able to adapt quickly to new technology or updates.
3. Performs maintenance and solves issues with; ITM deposits/withdrawals, debit cards, online banking, mobile banking, statements, holds, stop payments, account inquiries, fraud alerts, and other duties as assigned.
4. Cross-markets and promotes other CBTx products and services such as loans, IRA's, certificates of deposit, insurance services. Performs a variety of customer service transactions on a daily basis such as cash/check deposits and withdrawals, account holds, stop payment orders, and check confirmation.

PERFORMANCE STANDARDS

Work output is good, accurate, neat, planned, and organized. Uses reasonable diligence and skill in performing duties and work assigned. Minimal follow up is required. Makes sound decisions and within scope of authority, assumes responsibility for actions and is adaptive to change when needed. Is also prompt and regular in attendance.

Establishes and maintains positive relationships and credibility with other team members inside and outside of the Bank that encourages and enables future work and cooperation with the same people. Provides a good example for peers and subordinates to follow.

Regularly participates and supports actions in and programs to position CBTx as the "preferred community focused financial services organization" as our mission is to be "intensely focused on customer satisfaction, personnel development, community service, and shareholder value", which flows into our Core Values Honesty, Initiative, Reliability, Responsiveness, Engagement. Displays personal behavior that contributes to a favorable Bank image.

MINIMUM QUALIFICATIONS

• High School Diploma or Equivalent; some college preferred.
• Able to describe any personal or commercial deposit services offered by CBTx and the related fees, overdraft privilege eligibility requirements and procedure, and features of both personal and business debit card services.
• Ability to communicate effectively on the telephone or electronically.
• Ability to read and understand technical policy and procedure manuals relating to job duties and responsibilities.
• Ability to sit for extended periods of time, while on or off the phone.
• Ability to timely complete tasks with numerous interruptions.
• S. Citizen or legally qualified to reside and work in the United States.
• Over the age of 18 and not disqualified from fidelity bond coverage.

STANDARD KNOWLEDGE AND SKILLS

• Proficient reading, writing, grammar in English and mathematics skills. Use of Microsoft Office Suite products (Word, Excel, E-Mail)
• Strong, sales-oriented personality with outgoing and professional manner, with excellent interpersonal relations and communication skills in relating to customers and co-workers.
• Bilingual ability a plus.

CBTx supports an equal employment opportunity workplace which includes reasonable accommodation of otherwise qualified applicants and employees. Please discuss any questions or requests about this policy or your job duties with your supervisor.

Compliance: Knowledge of Bank policies and procedures and regulatory compliance laws. Completes all compliance training as scheduled. Follows bank policies and procedures consistent with regulatory compliance in all situations and activities performed. Properly document any exception to the Bank policy and procedures, including any exception to regulatory compliance requirements.