Organization and Purpose
At Rio Bank our vision, our people and our history make up the fabric of who we are. With deep roots in Rio Grande Valley, our mission is simple - We help our community grow. Since opening in 1985 we have expanded throughout the RGV and recently moved into the San Antonio area. It's an exciting time to be a part of Rio Bank!
We are proud of our team and are pleased to announce a job opportunity for Customer Support Specialists to join our Contact Center. This position is based at Rio Bank's Corporate Office in McAllen, Texas . The ideal candidate has excellent phone etiquette skills, a strong desire to deliver world class service, thrives in a fast pace environment where continuous learning is routine. Candidates must be team players and dedicated to the success of the department and the Bank.
We invite you to explore this opportunity further and learn more about why Rio Bank is a great place to work.
Job Summary
As a Customer Support Specialist at Rio Bank, you play a crucial role in shaping the customer experience. Serving as the initial point of contact, you'll handle a large amount of inbound and outbound calls efficiently, providing prompt assistance and friendly greetings, and directing callers appropriately. Your duties encompass supporting both customers and employees, ensuring seamless communication and service delivery.
Work Schedule
This is a full-time position generally scheduled to work 40 hours per week.
Monday – Friday: 8:00 a.m. – 6:00 p.m.
Saturdays Rotating Shift: 9:00 a.m. – 1:00 p.m.
Essential Job Duties and Responsibilities
The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.
Answer inbound telephone calls related to a wide variety of account inquiries.
Greet customers promptly, professionally and in a friendly manner.
Able to work with different electronic mediums to service the customer such as chat, screen share, live camera, etc.
Work and manage call queue efficiently to promptly assist company employees and customers.
Properly verify callers according to established authentication procedures prior to providing sensitive account information or conducting maintenance.
Maintain comprehensive knowledge of bank products and all procedures related to daily activities of the department.
Maintain strict confidentiality at all times and in every situation. Discuss customer activities or account information with other bank employees or departments on an "as needed" basis only.
Answer customer inquiries and refer customers to the proper service area for issues that cannot be resolved by the Contact Center.
Promote the bank's products and services. Explain other financial institution services including, but not limited to, consumer and commercial loans, Certificate of Deposit rates, debit cards, and merchant services.
Comply with all Bank and department policies, procedures, rules and regulations, including security protocol.
Work alternate Saturdays to provide necessary weekend coverage.
Maintain a good record of attendance and punctuality.
Ensure his/her area is properly stocked with forms and needed supplies.
Perform other duties as assigned.
Qualifications Education And Experience Required
High School Diploma or equivalent required.
Two (2) years of banking or related experience required.
Communication Skills
Must possess strong written and verbal communication skills and be knowledgeable and able to explain Rio Bank electronic banking products and services. Bilingual (English/Spanish) required.
Critical Thinking Skills
Must possess a strong attention to detail and be able to prioritize and meet deadlines.
Must be able to multitask, performing duties that often change on a daily basis.
Must be organized, detail-oriented, driven and a capable problem-solver. Must be a strong team player.
Required Certificates, Licenses, Registrations
Valid Drivers License
Software Skills Required
Proficient use of computers and Microsoft Office Suite (Word, Excel, PowerPoint) required.
Competency: Communication proficiency, customer service, teamwork and dependability, problem solving and organization. Able to accept and adapt to change. Handle customer concerns and questions in a tactful and professional manner. Escalate complaints to manager as needed.
SUPERVISORY RESPONSIBITY: None
Work Environment
This job operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, filing cabinets, adding machines and fax machines.
Travel
Minimal travel, typically to attend staff meetings and trainings.
PHYSICAL DEMANDS: While performing the duties of this job, the incumbent is required to talk, hear, stand, walk, stoop and manipulate (lift, carry, move) light to medium weights of 5 to 20 pounds. This position involves sitting for long periods of time, frequently viewing a computer monitor; requires good hand-eye coordination and good arm, hand and finger dexterity, including the ability to grasp. Requires visual acuity to operate office equipment.
EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT
Rio Bank is an equal opportunity employer and is committed to providing equal employment opportunity for all persons regardless of race, religion, color, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. Reasonable accommodations for an individual's disabilities will be made for qualified applicants who are able to successfully perform the essential functions of the job with or without reasonable accommodation.
