Service Center Agent Tier I - Bilingual

## Description
*
* SUMMARY:

** The Service Center Agent applies knowledge of Texas Bank products, services, and culture to deliver courteous, accurate, and effective service to both business and retail customers. Serving as the first point of contact, the Tier I Service Center Agent plays a vital role as a trusted ambassador of the bank, handling inbound calls, Banno messages, online account openings, secondary deposit account openings, chats, and messages generated from lead campaigns, while also supporting outbound initiatives.

This role requires professionalism, adaptability, and a strong customer focus, ensuring a seamless and positive experience for every interaction.
** JOB DUTIES AND

ESSENTIAL FUNCTIONS:

*** Provide Tier I support by addressing initial customer inquiries and resolving routine issues, including assistance with mortgage and commercial payment questions.
* Deliver comprehensive customer service across multiple channels including phone, chat, Ring Central, Banno messages, lead generation campaigns, and outbound calls.
* Verify customer identity using out-of-wallet and one-time passcode (OTP) questions in accordance with security and compliance standards.
* Initiate and manage the setup of online banking accounts for new and existing customers, ensuring accurate entry of account details and adherence to authentication and security protocols.
* Guide customers through the setup and management of online bill pay services, including adding payees, scheduling payments, and managing payment methods.
* Troubleshoot and resolve bill pay issues, such as payment processing errors, scheduling conflicts, or account linkage problems.
* Monitor online banking fraud detection systems and reports, promptly identifying, documenting, and escalating suspicious activity or anomalies.
* Configure and support cash management digital banking IDs, ensuring secure setup and access for business clients.
* Review and monitor mobile deposit activity, approving or declining deposits in line with bank policies and fraud prevention guidelines.
* Provide customer support for Zelle services, including enrollment, troubleshooting, and transaction inquiries.
* Assist customers with Master Card Connect (digital wallet) setup and ongoing support, ensuring smooth integration with digital banking platforms.
* Uphold a high standard of professionalism and composure when handling complex or difficult customer situations.
* Collaborate with internal departments to support escalated issues and ensure smooth handoffs to Tier II specialists or management when appropriate.
* Participate in ongoing training programs, including on-the-job learning, classroom sessions, and self-study, to build and maintain product, system, and compliance knowledge.
* Promote teamwork and maintain positive working relationships with colleagues across all departments.
* Consistently meet or exceed performance goals while aligning with Texas Bank’s commitment to exemplary service delivery.
* Perform other duties and special projects as assigned.
*
* WORKING CONDITIONS:

*** Air-Conditioned work environment.
* Consistent and timely attendance is required to ensure uninterrupted operational efficiency and exemplary service delivery.
* Hours of Operation:
Monday – Friday, 7:30 AM – 6 PM and Saturday, 9 AM – 2 PM.
** PHYSICAL DEMANDS:
*** Sit for extended periods of time.
* Walk, stand, bend, squat, twist, and reach.
* Simple grasping and fine manipulation.
* Extended keyboarding.## Qualifications
*
* MINIMUM REQUIREMENTS:

*** Proficiency in both English and Spanish.
* High School Diploma or equivalent.
* Two to three years of customer service experience, ideally in a financial services environment such as mortgage servicing, retail banking or digital banking.
* Strong communication skills with a customer-centric approach.
* Basic problem-solving skills and ability to follow structured procedures.
* Ability to adapt to a dynamic and fast-paced work environment.
* Familiarity with banking systems and software, preferably Jack Henry.
* Comfortable with using computers, mobile applications, and banking platforms.
* Ability to quickly navigate bank systems with training.
* Knowledge of…