Customer Support Specialist

Kleberg Bank believes that the customer’s experience is our Brand. Each individual at Kleberg Bank is committed to providing “Excellent” customer service. The Customer Support Specialist with Kleberg Bank holds a key role in the pursuit of excellence in every client’s banking relationship. The Customer Support Specialist I will provide technical and operational support and leadership to Banking Center Operations staff ensuring the highest level of customer service.
General Responsibilities

• Maintain a basic knowledge of all Kleberg Bank products, services, procedures, policies and appropriate regulatory issues relating to daily job functions including but not limited to: Bank Secrecy Act; Privacy; Fair Lending; Regulation E; deposit, transaction and loan accounts.
• Maintain the integrity of the core system and input system changes when requested.
• Identify, research, and resolve transaction discrepancies.
• Compliance with laws, regulations, policy, procedures, and the Team Handbook
• Process account documents making sure the documents are complete and in compliance with bank procedures.
• Develops periodic reporting that demonstrates effectiveness of program and losses detected and/or prevented.
• Prepares activity reports of all charged off accounts.
• Reports closed accounts to Telecheck, E-Port and/or SARMA.
• Maintains collection efforts and records, once accounts have been charged off.
• Manages the decision making process associated with paying accounts into the overdraft to insure maximum profitability and minimize loss of principal.
• Maintain a basic knowledge of all Kleberg Bank products, services, procedures, policies and appropriate regulatory issues relating to daily job functions including but not limited to: Bank Secrecy Act; Privacy; Fair Lending; Regulation E; deposit, transaction and loan accounts.
• Continually meets customer service expectations by offering excellent service to both external and internal customer requests.
• Follow proper procedures accurately and efficiently for all customer-servicing activities performed.
• Reviews file maintenance for loan and deposit transactions.
• Provides teller assistance to customers and enhances customer’s interactive banking experience via video technology.
• Facilitates ITM process for customers by providing step-by-step guidance through the ITM process.
• Assists customers with all routine teller machine transactions such as cash and check deposits, cash withdrawals, transfers and account balance inquiries.
• Projects good customer relations while conveying a positive banking / customer service experience utilizing video technology.
• Follows established protocols and guidelines to perform video bank accordance with bank processes, guidelines and procedures.
• Profiles customer and generates conversation and opportunity for additional accounts and loans through interactive teller machine.
• Participate in all meetings, bank functions and customer appreciation/community involvement functions as requested/assigned by supervisor.
• Adhere to established standards, policies and procedures.
• Deliver strong community visibility

Competencies:

• Sets and maintains high performance standards.
• Interacts with people effectively. Able and willing to share and receive information.

• Pays close attention to detail, accuracy and completeness.

• Displays energy and enthusiasm in approaching the job.

• Completes work in a timely and consistent manner.

• Listens actively.

• Comes up with appropriate solutions.

• Adheres to organizational policies and procedures

• Excellent customer service and interpersonal skills.

Requirement Experience

• High School Diploma or GED equivalent.
• Minimum of 1 years related experience and/or training in banking or related industry.
• Must be competent and knowledgeable in branch operations policies and procedures.

Preferred Experience

• College degree and 5-7 years management in Banking or related industry.
• Work related experience should consist of an in-depth background in a financial institution in administration, compliance, security, center operations management, bank operations, and bank supervision.

Kleberg Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status of protected veteran, among other things or status as a qualified individual with a disability.

Job Type: Full-time