Reg E Support Customer Service Representative (McAllen - Full Time)

Company: International Bank of Commerce
Location: Mcallen
Posted on: May 26, 2023

Job Description:

IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects it's dedication to the growth and success of it's employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence. We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience.
Time Type:
Full time
Department:
1140 Call Center
Job Summary:
Answer/handle incoming external customer calls regarding account activity, debit card issues and general banking issues. Solicit sales of new or additional services. Maintain confidentiality of bank rccords and documents. Duties as assigned. Be able to adapty easily to a changing work environment. Utlize troubleshooting and decision making skills to resolve conflicts. Take on corporate assignments as assigned assist with training of new hires and support the floor agents as needed. Answer Reg E calls regarding new and filed POS disputes and file ATM disputes as required.
Job Description:
ESSENTIAL JOB FUNCTIONS
The statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.

• Processes no less than 11 customer inquiries per staffed hour utilizing bank resources -one call resolution
• Participates on corporate projects as assigned
  Direct callers on the proper navigation of bank produces.
• Assesses bank needs and performs duties as assigned
• Delivers World Class service by earning 95% or better on QA scores
• Assist with training of new hires (OJT)
  Organizes the day to work the number of hours per day as determined by management
• Respond to customer requests such as order checks, debit cards, initiate refunds, stop payments, increase limits on debit cards, suppress fraud detection
• Provide first call resolution-do not transfer the caller
• Interpret Reg E calls regarding POS disputes (visa disputes) and provide appropriate solutions
• Solicit sales of new or additional services
• Initiate ATM disputes by filing them on behalf of callers
• Supplies support to junior reps by assisting with questions/procedures
• Able to use office equipment including copiers, printers, faxes
• Collaborate with Online support to insure customer needs are met SKILLS
  • Active listening
  • Active learning
  • Instructing
  • Judgement and decision making
  • Service orientation
  • Social perceptiveness
  • Time management
  • Learning strategies EDUCATION & KNOWLEDGE
    • High school diploma or equivalent
    • familiar with all IBC products including deposit, loans (all), debit card, online, disputes. Established computer skills (typing, navigating), communication (oral/written) , ability to multi task. Incumbent has a sound foundation of resources and how to use them. Proven troubleshooting skills that utilize the ability to analyze and arrive at solutions. Able to assist with Online callers as a viable backup. Cross trained.
    • 12 months in a customer service environment, preferably by phone. Some leadership experience preferred.
    • Able to function in a fast paced, performance based environment. Strong computer skills

Keywords: International Bank of Commerce, McAllen , Reg E Support Customer Service Representative (McAllen - Full Time), Sales , Mcallen, Texas