PointBank ยท 17 hours ago
Customer Care Banker - Call Center (Talent Pipeline)
Denton, TX
Full-time
Onsite
New Grad, Entry LevelPoint Bank is a financial institution seeking to fill future Customer Care Banker positions. The role focuses on promoting and facilitating the sale of bank products, providing excellent customer service, and assisting with teller responsibilities.
Financial Services
Responsibilities
Promote, market, and facilitate the overall sale of products of the bank
Provide support for Active/Live Teller
Answer incoming calls from customers and employees to assist with requests
Provide teller coverage at assigned branch(es) during peak times, as scheduled by Head Teller and Customer Care Manager
Provide prompt, efficient, and friendly service in processing customers' transactions
Provide support to all other bank employees, including assisting the Operations Department and assist with other Operational duties, as directed by the Customer Care Manager or the EVP of Customer Experience
Follow the established policies and procedures for this position, as directed by the manager
This position is the first point of contact for all Active/Live Teller contacts/requests
Responsible for processing proof, balancing coin machines and DYNA machines
Responsible for sales, cross-sales and referrals of bank products and services, or any other sales or marketing campaigns or initiatives, to new and existing customers to meet individual and branch goals, and overall bank goals and objectives
Know procedures for and maintain compliance with banking regulations and reporting requirements (such as BSA, Reg CC, Privacy, CTRs, etc)
Keep cash secure and maintain a high level of safety and security for the bank
Respond to customer questions or problems in a quick, courteous and friendly manner, taking advantage of any sales or referral opportunities
Know procedures for opening/closing branch
Know procedures for robbery/emergency response
Know procedures for researching and locating outages, thereby limiting violations of the Teller Outage Policy
Compliance with all company policies and procedures
Answer all incoming calls from customers and employees to provide assistance or transfer the call to the appropriate individual as needed
Responsible for assisting all callers in all facets of banking, including, but not limited to balance inquiries, review of loan or deposit account histories, inquiries about procedures, inquiries about products and services, verifying we have current contact information (address, phone number, email address), training customers on the use of 24 hr. X-Press banking, online banking, bill pay, transfers of funds, card disputes and limit increases, issuing fee refunds when approved, processing return mail, fraud concerns and phishing/scams, etc
Responsible for sales, cross-sales and referrals of bank products and services to new and existing customers, and documentation of all referral activity in the CRM
Responsible for inputting issues/complaints as Cases into CRM
Assist as needed in contacting customers regarding compromised cards, fraud, phishing/scams, etc
Educate callers regarding identity fraud, phishing scams, etc., and that the bank will not ask for confidential information via text, email, etc
Provide support and assistance with other Operations duties, as directed by Management, including but not limited to, preparing notices for mailing, address changes, verifying documents and images, card production/stuffing/mailing, daily reports, etc
Assist with training of new employees when needed
Attend all meetings and complete all training required to ensure regulatory compliance
Comply with all applicable Federal and State regulations and guidance associated with the performance of your job function
Comply with all applicable BSA/AML/OFAC policies and procedures associated with the performance of your job function, including participation in required training and identifications of suspicious activity
Responsible for making suggestions to improve branch/departmental operations and overall bank
Perform other duties and assignments within the bank at Management's request; accept any cross-training as directed by Management, works in other branches if needed
Qualification
Required
Provide support for Active/Live Teller
Answer incoming calls from customers and employees to assist with requests
Provide teller coverage at assigned branch(es) during peak times, as scheduled by Head Teller and Customer Care Manager
Provide prompt, efficient, and friendly service in processing customers' transactions
Provide support to all other bank employees, including assisting the Operations Department and assist with other Operational duties
Follow the established policies and procedures for this position
This position is the first point of contact for all Active/Live Teller contacts/requests
Process commercial and consumer transactions (such as account deposits/withdrawals, cashing checks, loan payments, etc) following established policies, procedures and customer service standards
Follow established policies and procedures (such as verifying all transaction elements for authenticity or fraud, placing holds, etc.) to ensure work is completed correctly and in compliance with regulations
Responsible for processing proof, balancing coin machines and DYNA machines
Responsible for sales, cross-sales and referrals of bank products and services, or any other sales or marketing campaigns or initiatives
Know procedures for and maintain compliance with banking regulations and reporting requirements
Keep cash secure and maintain a high level of safety and security for the bank
Respond to customer questions or problems in a quick, courteous and friendly manner
Know procedures for opening/closing branch
Know procedures for robbery/emergency response
Know procedures for researching and locating outages
Compliance with all company policies and procedures
Answer all incoming calls from customers and employees to provide assistance or transfer the call to the appropriate individual as needed
Responsible for assisting all callers in all facets of banking
Responsible for sales, cross-sales and referrals of bank products and services to new and existing customers
Responsible for inputting issues/complaints as Cases into CRM
Assist as needed in contacting customers regarding compromised cards, fraud, phishing/scams, etc
Educate callers regarding identity fraud, phishing scams, etc
Provide support and assistance with other Operations duties, as directed by Management
Assist with training of new employees when needed
Attend all meetings and complete all training required to ensure regulatory compliance
Comply with all applicable Federal and State regulations and guidance associated with the performance of your job function
Comply with all applicable BSA/AML/OFAC policies and procedures associated with the performance of your job function
Responsible for making suggestions to improve branch/departmental operations and overall bank
Perform other duties and assignments within the bank at Management's request
Company
PointBank
PointBank is a bank providing banking, wealth management, and investment services.
Founded in 1884
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase