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SmartBank · 3 weeks ago

E-Branch Services Specialist - Westchase

Houston, TX

Full-time

Onsite

Entry Level

1+ years exp

Smart Financial is a credit union that focuses on providing excellent member service. The E-Branch Services Specialist will support members over the phone, handling inquiries and transactions while ensuring high call quality and service standards.

BankingFinancial ServicesService Industry

Growth Opportunities

Responsibilities

Provide service and support for members over the phone dealing with requests that are both routine in nature and some that require extensive research and use of problem solving skills

Respond to incoming calls and select the appropriate products and services to meet member request

Meet or exceed the set call quality and service standards in the call center

Respond to member service inquiries in the time set by management

Send and receive email, fax, and paperwork to and from existing and potential new members for account related activities

Reset passwords, challenge questions, and PINs for members using electronic services according to department procedures

Take complete ownership of every call whether it requires a call back, extended research, or assistance from other departments

Provide proactive solutions to member service

Process member transactions accurately, efficiently and timely including accepting cash and check deposits, withdrawals, transfers, loan payments etc

Continue to improve in individual level of competency through training and development on established educational programs

Perform other duties as assigned by manager

Qualification

Call center experienceCustomer service skillsData entry skillsMicrosoft Office 2010Interpersonal skills

Required

One to three years previous experience in a call center or retail service position

A high school degree or equivalent

A significant level of trust, credibility and diplomacy is required

In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature

Communications may involve motivating, influencing, educating and/or advising others on matters of significance

Must possess computer skills with the ability to handle extensive data entry in an accurate and timely manner

Must be highly outgoing and self-motivated

Microsoft Office 2010 or higher specifically in Word, Outlook, Excel

Performs primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs

Must be capable of climbing / descending stairs in emergency situation

Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator

Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary

Must be able to work extended hours whenever required or requested by management

Must be capable of regular, reliable and timely attendance

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team

Must be able to read and carry out various written instructions and follow oral instructions

Must be able to speak clearly and deliver information in a logical and understandable sequence

Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization

Must be able to demonstrate highest levels of customer service and discretion when dealing with the public

Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace

Must be able to effectively handle multiple, simultaneous, and changing priorities

Must be capable of exercising highest level of discretion on both internal and external confidential matters

Benefits

Tuition reimbursement program; full-time employees can receive up to $4,000 per year in tuition reimbursement.

Company

SmartBank

SmartBank is committed to offering the most efficient, effective, and secure way of delivering your financial information. It is a sub-organization of SmartFinancial.

Founded in 2007

Pigeon Forge, Tennessee, USA

201-500 employees