Online Customer Service Representative (San Antonio - Part Time)

Part time1140 Call CenterAn Online CSR is responsible for guiding Online users through the Online Banking application. This involves trouble shooting errors, educating users on the services available. In addition the Online CSR will answer questions relating any other bank related inquiry or requests. They are also responsible for identifying suspicious activity and failed processes. Agents solicit sales of new or additional services. Maintain confidentiality of bank records and documents. Duties as assigned. Be able to adapt easily to a changing work environment. Agents are assigned productivity and service quality goals

• Collaborate with other departments to insure customer needs are met
• Educated on the proper use of standard office equipment including copiers, printers, faxes
• Modify core information up date Online to insure the integrity of bank data
• Process no less than 9 customer inquiries per staffed hour utilizing bank resources
• Solve customer complaints and unmet expectations
• Solicit sales of new or additional services
• Initiate ACH disputes by filing them on behalf of callers
• Identify suspicious activity and takes appropriate steps to protect the customer and the bank
• Delivers World Class service by earning 95% or better on QA scores
• Maintain confidentiality of bank records and documents
• Respond to customer requests such as order checks, debit cards, initiate refunds, stop payments, increase limits on debit cards, suppress fraud detection
• Deliver assignments as requested
• Provide one call resolution-do not transfer the caller
• Direct callers on the proper navigation of the Online Banking application and services
• Participates on corporate projects as assigned
• Organizes the day to work the number of hours per day as determined by management

• Critical thinking
• Instructing
• Judgement and decision making
• Time management
• Speaking/writing and reading comprehension
• Active listening/learning
• Social perceptiveness
• Service orientation

• Problem solving skills, active listening skills. Able to function in a fast paced, performance based environment. Strong analytical skills.
• 1 year in a customer service environment/technical help desk environment, preferably by phone
• High School diploma or GED
• Must be familiar with Browsers, computer settings for security, cookies cache. Should be able to navigate easily on multiple applications. Agents are required to know all IBC products including deposit, loans (all), debit card, online, disputes. Established computer skills (typing, navigating), communication (oral/written), ability to multi task.