PlainsCapital Bank
Overview
Customer Solution Center Specialist
at PlainsCapital Bank. This role involves providing service beyond expectations via phone and Interactive Personal Teller Machines (PTMs). The Customer Solution Center combines a traditional call center with PTM and online banking support. Customers using the PTM can speak via live video to complete transactions, as they would in a branch. Specialists perform routine account inquiries, cashing and depositing checks, account servicing and maintenance, and explaining products that meet customer needs. They follow up on online lead submissions and build relationships to identify opportunities for new accounts, products, and/or loans. Benefit highlights: 11 Paid Holidays, 15+ days of PTO, 401k Matching, Health Benefits, and more. Responsibilities
Provide teller assistance to customers via live video technology by guiding them through the PTM channel. Educate customers on PTM use and offer technical support during video banking. Follow established customer service guidelines and maintain a professional image to deliver a service that exceeds customer expectations. Assist customers with routine teller transactions including cash and check deposits, cash withdrawals, transfers, loan payments, and account balance inquiries. Identify banking and service needs through initiating conversations, perform general services, resolve issues, or refer customers to a branch or other department when needed. Answer inquiries concerning products, services, notices, statements, etc. Assist with internet banking, debit card issues, and other account maintenance tasks. Use a computerized system for customer verification, gathering information, validating data, and processing transactions. Assist with training new employees under management oversight by having shadowing interactions and role reversals during training. Maintain working knowledge of relevant company software, products, and services to effectively answer inquiries. Understand and utilize alternative delivery channels; educate customers and offer other channels to meet evolving banking needs. Initiate follow-up calls and assess potential customers’ needs to open new accounts via online leads submitted on PlainsCapital Bank’s website. May assist with resolving escalations when a Lead, Supervisor, or Manager is unavailable. Other duties as assigned. Qualifications
High School diploma, GED, or equivalent required. 2+ years of retail banking, call center, or similar financial services experience. Excellent customer service and interpersonal skills in person, via live video, or by phone. Bi-lingual in English and Spanish strongly preferred. Effective verbal, written, and interpersonal communication skills. Ability to build rapport and relationships in virtual or phone environments. Compliance with bank policies and procedures to ensure security, audit, and privacy. Strong PC skills with Microsoft Office; ability to learn and use custom applications and systems; proficiency with 10-key. Ability to multi-task with attention to detail across multiple systems to ensure transaction integrity. Ability to work a rotating schedule including extended hours and weekends. About Us
PlainsCapital Bank was founded in 1988 to bring relationship banking to its hometown of Lubbock, Texas. With a statewide presence and more than 55 locations, PlainsCapital Bank provides a full suite of commercial and consumer banking services, delivering personalized service and financial strength to help customers reach their goals. Learn more at plainscapital.com/about.
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Customer Solution Center Specialist
at PlainsCapital Bank. This role involves providing service beyond expectations via phone and Interactive Personal Teller Machines (PTMs). The Customer Solution Center combines a traditional call center with PTM and online banking support. Customers using the PTM can speak via live video to complete transactions, as they would in a branch. Specialists perform routine account inquiries, cashing and depositing checks, account servicing and maintenance, and explaining products that meet customer needs. They follow up on online lead submissions and build relationships to identify opportunities for new accounts, products, and/or loans. Benefit highlights: 11 Paid Holidays, 15+ days of PTO, 401k Matching, Health Benefits, and more. Responsibilities
Provide teller assistance to customers via live video technology by guiding them through the PTM channel. Educate customers on PTM use and offer technical support during video banking. Follow established customer service guidelines and maintain a professional image to deliver a service that exceeds customer expectations. Assist customers with routine teller transactions including cash and check deposits, cash withdrawals, transfers, loan payments, and account balance inquiries. Identify banking and service needs through initiating conversations, perform general services, resolve issues, or refer customers to a branch or other department when needed. Answer inquiries concerning products, services, notices, statements, etc. Assist with internet banking, debit card issues, and other account maintenance tasks. Use a computerized system for customer verification, gathering information, validating data, and processing transactions. Assist with training new employees under management oversight by having shadowing interactions and role reversals during training. Maintain working knowledge of relevant company software, products, and services to effectively answer inquiries. Understand and utilize alternative delivery channels; educate customers and offer other channels to meet evolving banking needs. Initiate follow-up calls and assess potential customers’ needs to open new accounts via online leads submitted on PlainsCapital Bank’s website. May assist with resolving escalations when a Lead, Supervisor, or Manager is unavailable. Other duties as assigned. Qualifications
High School diploma, GED, or equivalent required. 2+ years of retail banking, call center, or similar financial services experience. Excellent customer service and interpersonal skills in person, via live video, or by phone. Bi-lingual in English and Spanish strongly preferred. Effective verbal, written, and interpersonal communication skills. Ability to build rapport and relationships in virtual or phone environments. Compliance with bank policies and procedures to ensure security, audit, and privacy. Strong PC skills with Microsoft Office; ability to learn and use custom applications and systems; proficiency with 10-key. Ability to multi-task with attention to detail across multiple systems to ensure transaction integrity. Ability to work a rotating schedule including extended hours and weekends. About Us
PlainsCapital Bank was founded in 1988 to bring relationship banking to its hometown of Lubbock, Texas. With a statewide presence and more than 55 locations, PlainsCapital Bank provides a full suite of commercial and consumer banking services, delivering personalized service and financial strength to help customers reach their goals. Learn more at plainscapital.com/about.
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