CSC Specialist

Summary

Client Service Center (CSC) Specialists are responsible for handling calls and other service requests from existing and potential WestStar clients. Services include, but are not limited to, assisting clients with their deposit accounts, telephone banking, debit card/ATMs, online banking and other digital services, for both consumers and businesses. CSC Specialists must use their knowledge of products and services, as well as superior customer service skills, to address issues, provide support and offer information, as needed.

Essential Functions

• Manage a high volume of calls
• Provide support for both personal and business accounts
• Assist clients with routine account-related requests:
  • Balance inquiries
  • Stop payments
  • Transfer of funds between accounts
  • Statement reprints and inquiries
  • Research requests
  • Checks or Deposit Slip reorders
  • Change of Address requests
• Digital and Online Banking support:
  • Online account opening support, including Bill Pay services
  • Reset/Unlock passwords
  • Electronic Statements, setup and maintenance requests
  • Remote (RDC), Mobile and ATM Deposit Reviews
  • Positive Pay verifications
• ATM/Debit Card Support:
  • Digital Wallet (i.e. Apple Pay, Samsung Pay, and Google Pay)
  • MyCard Rules
  • Travel Notes
  • Deactivation and Reorders
  • Temporary card limit increases
• 24 Hour Telephone Banking support
• Identify and escalate issues/incidents (e.g. fraud)
• Transfer client calls to appropriate staff as needed
• Protect the confidentiality of all financial data relating to bank operations and clients
• Assist other bank departments with service requests and support
• Other duties as assigned

Required Education, Experience, Skills

• 1 year experience in a customer service environment
• Banking experience highly preferred
• Ability to communicate effectively with clients
• Maintain composure in stressful situations
• Strong people and interpersonal skills
• Strong multi-tasking skills
• Effective problem solving skills
• Excellent data entry and typing skills
• Proficient in computer applications (Microsoft Word/Excel)
• Detail oriented
• Bilingual

Equipment Used

• Standard office equipment such as computers, phones and photocopiers

Supervisory Responsibility

• N/A

Working Conditions/Physical Requirements

• Office setting
• Majority of time spent taking inbound phone calls
• Client Service Hours are Monday-Friday 8AM to 6PM and Saturday 9AM to 1PM. Saturday shift rotation is in place.

WestStar is an Equal Opportunity Employer and does not discriminate on the basis of any protected trait, including gender, race, ethnicity, disability, or veteran status.