Customer Solution Center Specialist

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The Customer Solution Center Specialist is responsible for providing service beyond expectations via phone and Interactive Personal Teller Machines (PTMs). The Customer Solution Center is a combination of a traditional call center environment along with the advanced interaction of the PTM and online banking support. Customers using the PTM can choose to speak directly with a Customer Solution Center Specialist via live video to complete their transaction, as they would in a branch setting.

Specialists can complete a range of services including routine account inquiries, cashing and depositing checks, account servicing and maintenance, explaining available products that may meet the needs of the customer. They will also be responsible for following-up on account leads that have been submitted online. Most importantly, the Specialist builds relationships with customers and identifies opportunities including recommending new accounts, other banking products, and/or loan opportunities.

• Provides teller assistance to customers via live video technology by providing step-by-step guidance through the PTM channel. Educates customers on the use of PTMs and provides technical support while utilizing the video banking technology.
• Follows established customer service guidelines with each customer and consistently presents a professional image while conveying a positive banking and customer service experience to ensure customers receive service beyond expectations.
• Assists customers with all routine teller machine transactions including but not limited to cash and check deposits, cash withdrawals, transfers, loan payments, and account balance inquiries.
• Identifies banking and service needs through initiating conversations with all customers and performs general services, resolves issues, or refers customers to a branch or other bank department for follow-up and resolution, if needed.
• Answers customer inquiries concerning products, services, notices, statements, etc. Assists customers with internet banking, researching and assisting with debit card issues, and performing other various customer and account maintenance tasks.
• Uses a computerized system for customer verification, gathering relevant information to complete the transaction, validating information and processing transactions.
• Assists with the training of new employees, under the direction of management, by having employees shadow their customer interactions and reversing roles during the final stages of training.
• Continually maintains working knowledge of all relevant company software, products and services required to effectively answer customer inquiries.
• Understands and utilizes alternative delivery channels. Educates customers and offers other channels to meet customers’ constantly changing banking needs.
• Initiates follow up phone calls and assess potential customers’ needs in order to open new accounts via online leads that have been submitted on the Plains Capital Bank website.
• May assist with resolving escalations if a Lead, Supervisor or Manager is not available.
• Other duties as assigned.

• High School diploma, general education degree (GED), or equivalent education required.
• 2 or more years of retail banking, call center, or similar financial services experience required.
• Excellent customer service and interpersonal skills demonstrated through in-person, live video feed, or phone interactions.
• Bi-lingual with ability to read, write and speak fluently in English and Spanish strongly preferred.
• Effective verbal, written and interpersonal communication skills.
• Ability to establish a rapport and build relationships through a virtual or over the phone environment.
• Maintains current knowledge of and follows all bank policies and procedures ensuring compliance with all security, audit, and compliance requirements while also ensuring protection of customer confidentiality and privacy.
• Excellent PC skills, including word processing and spreadsheets via Microsoft Office products…