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Woodforest National Bank · 1 month ago

Customer Experience Specialist-Online Messaging

TX - Operations Center-010025231 Grogans Mill Rd

Full-time

Onsite

Entry Level

1+ years exp

Woodforest National Bank is a privately owned bank focused on building relationships and serving communities. The Customer Experience Specialist - Online Messaging will support the Customer Experience Center by handling account service requests and responding to customer inquiries through online channels.

Banking

Responsibilities

Provide first point of contact for customers with account or technical issues via online channels

Responds to a large volume of routine to moderately complex customer service inquiries

Research and resolves consumer inquiries via email, chat, mail or phone

Provides accurate, timely, and professional responses to service requests, chats & emails within set guidelines

Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from multiple systems when account information is incomplete; purging files to eliminate duplication of data

Qualification

Customer service orientationData accuracyTyping speedBanking knowledgeIndependenceCommunication skillsProblem-solving abilitiesOrganizational skillsTeamwork

Required

1 year of data entry, online support, or call center experience (banking preferred), OR Woodforest experience required

High School Diploma or Equivalent required

Strong attention to detail and high concern for data accuracy

Typing speed and accuracy

Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality

Ability to learn multiple banking systems, including Microsoft Word and Outlook

Knowledge of/or ability to quickly learn banking and lending products, services, policies, procedures, regulatory guidelines, as well as engaging in a sales and service process

Demonstrate ability to maintain composure and convey a positive and professional attitude while interacting with customers and internal team members

Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines

Outstanding communications skills, both written and verbal

Customer service orientation with effective problem-solving abilities and sound decision-making skills

Excellent organizational skills with the ability to prioritize workload and multi-task in a fast pace environment while maintaining accuracy and attention to detail

Ability to meet or exceed business goals and objectives, while fostering a team atmosphere

Self-starter possessing the ability to work independently while supporting a team environment

Comfortable receiving ongoing performance feedback and coaching