RCB Bank
Call Center Customer Experience Specialist I
RCB Bank, Arkansas City, Kansas, United States, 67005
It is the policy of the Bank to promote from within the organization whenever possible and appropriate. Employees who desire to be considered for a posted job should apply through the Dayforce posting before the internal posting expiration date. Employees who post after the internal expiration date will be considered as an external applicant at that time and will be considered with other external candidates for the posted job. In selecting employees for promotion, qualifications and merit shall be the most important factors. It is preferred that an employee work in their present position for 6 months in order to be considered for a promotion or transfer. It is important that the employee notify their immediate supervisor of their promotion/transfer request. For more information refer to the Employee Policy Manual on SharePoint.
Internal Deadline: 08/15/2025
Position not remote, located in Branch location only.
POSITION SUMMARY:
Provides customer service via the telephone for routine inquiries and concerns from customers and branches regarding banking products and financial services.
ESSENTIAL FUNCTIONS:
Assist customers and branches needing technical assistance with all Bank related business products such as Online Banking, IVR, ITM, etc. Assist customers and branches with inquiries by electronically retrieving information regarding the customer account and transactions in question while following Bank, regulatory and legal compliance requirements. Effectively assist customers and branches with concerns and/or difficult problems while working toward resolution and referring to supervisor/manager as needed. Work to achieve continued satisfaction and retention of existing customers by promoting and educating them relative to products that will further benefit their banking experience with RCB Bank. Navigate a computerized system of tracking, information gathering and/or troubleshooting while analyzing problems quickly, leading conversations toward logical conclusions and clearly defining solutions for customers.
The following duties are assigned based on knowledge and skill level.
Account Inquiry, Funds Transfers, Online Banking Password Resets, IVR Password Resets ATM Checkcard Information, Stop Payments, Verify Funds, Transaction Research Card Research (Limit Increases and Foreign Exemptions), Check Orders, Disputes ACH and Card) Forgeries and Fraud Loan Payments and Payoffs, Fresh Start Agreements, Loans, Wire Transfers New Account Information, Rewards Account Information and Qualifications, Quote Interest Rates (DDA, SAV, CD and IRA), Bounce Protection and Reg-E (Enhanced Bounce)) Management can assign or reassign duties and responsibilities to this job at any time as needed. Customer Experience Specialists I will be required to work a minimum of (1) year in the Call Center before posting for positions outside the department.
EXPERIENCE REQUIRED:
One (1) year of customer service experience.
Call Center experience preferred.
EDUCATION, CERTIFICATIONS & TRAINING:
High school diploma or GED required.
JOB-SPECIFIC SKILLS & KNOWLEDGE:
Strong telephone, reading comprehension and communication skills, both verbal and written. Strong customer service skills to assist customers with ease and communicate with professionalism and care. Strong analytical and problem-solving skills with ability to make decisions independently. Must possess a can-do attitude in order to look for positive solutions to customer and department situations. Knowledge of various banking and cash management products and systems. Ability to work in a fast-paced phone environment. Ability to multitask while taking phone calls, chat sessions, emails etc. Typing ability. Strong client focus with excellent problem solving and decision-making skills. Positive attitude and ability to work well in a team environment. Proficient in applicable computer systems (Microsoft Word, Excel, PowerPoint, Outlook and Internet Explorer).
RCB Bank is an EOE. We offer EEO to all persons without regard to race, color, religion, age, marital or veterans' status, sex, national origin, physical or mental disability, or any other legally protected class.
Internal Deadline: 08/15/2025
Position not remote, located in Branch location only.
POSITION SUMMARY:
Provides customer service via the telephone for routine inquiries and concerns from customers and branches regarding banking products and financial services.
ESSENTIAL FUNCTIONS:
Assist customers and branches needing technical assistance with all Bank related business products such as Online Banking, IVR, ITM, etc. Assist customers and branches with inquiries by electronically retrieving information regarding the customer account and transactions in question while following Bank, regulatory and legal compliance requirements. Effectively assist customers and branches with concerns and/or difficult problems while working toward resolution and referring to supervisor/manager as needed. Work to achieve continued satisfaction and retention of existing customers by promoting and educating them relative to products that will further benefit their banking experience with RCB Bank. Navigate a computerized system of tracking, information gathering and/or troubleshooting while analyzing problems quickly, leading conversations toward logical conclusions and clearly defining solutions for customers.
The following duties are assigned based on knowledge and skill level.
Account Inquiry, Funds Transfers, Online Banking Password Resets, IVR Password Resets ATM Checkcard Information, Stop Payments, Verify Funds, Transaction Research Card Research (Limit Increases and Foreign Exemptions), Check Orders, Disputes ACH and Card) Forgeries and Fraud Loan Payments and Payoffs, Fresh Start Agreements, Loans, Wire Transfers New Account Information, Rewards Account Information and Qualifications, Quote Interest Rates (DDA, SAV, CD and IRA), Bounce Protection and Reg-E (Enhanced Bounce)) Management can assign or reassign duties and responsibilities to this job at any time as needed. Customer Experience Specialists I will be required to work a minimum of (1) year in the Call Center before posting for positions outside the department.
EXPERIENCE REQUIRED:
One (1) year of customer service experience.
Call Center experience preferred.
EDUCATION, CERTIFICATIONS & TRAINING:
High school diploma or GED required.
JOB-SPECIFIC SKILLS & KNOWLEDGE:
Strong telephone, reading comprehension and communication skills, both verbal and written. Strong customer service skills to assist customers with ease and communicate with professionalism and care. Strong analytical and problem-solving skills with ability to make decisions independently. Must possess a can-do attitude in order to look for positive solutions to customer and department situations. Knowledge of various banking and cash management products and systems. Ability to work in a fast-paced phone environment. Ability to multitask while taking phone calls, chat sessions, emails etc. Typing ability. Strong client focus with excellent problem solving and decision-making skills. Positive attitude and ability to work well in a team environment. Proficient in applicable computer systems (Microsoft Word, Excel, PowerPoint, Outlook and Internet Explorer).
RCB Bank is an EOE. We offer EEO to all persons without regard to race, color, religion, age, marital or veterans' status, sex, national origin, physical or mental disability, or any other legally protected class.