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Hilltop Securities Inc. · 1 day ago

Customer Solution Center Specialist

Dallas, TX, United States

Full-time

Onsite

Entry, Mid Level

2+ years exp

Hilltop Securities Inc. is a financial services company focused on providing personalized banking solutions. The Customer Solution Center Specialist is responsible for delivering exceptional customer service through various banking channels, assisting customers with transactions, and identifying opportunities for new accounts and banking products.

BankingFinanceFinancial Services

Responsibilities

Provides teller assistance to customers via live video technology by providing step-by-step guidance through the PTM channel. Educates customers on the use of PTMs and provides technical support while utilizing the video banking technology

Follows established customer service guidelines with each customer and consistently presents a professional image while conveying a positive banking and customer service experience to ensure customers receive service beyond expectations

Assists customers with all routine teller machine transactions including but not limited to cash and check deposits, cash withdrawals, transfers, loan payments, and account balance inquiries

Identifies banking and service needs through initiating conversations with all customers and performs general services, resolves issues, or refers customers to a branch or other bank department for follow-up and resolution, if needed

Answers customer inquiries concerning products, services, notices, statements, etc. Assists customers with internet banking, researching and assisting with debit card issues, and performing other various customer and account maintenance tasks

Uses a computerized system for customer verification, gathering relevant information to complete the transaction, validating information and processing transactions

Assists with the training of new employees, under the direction of management, by having employees shadow their customer interactions and reversing roles during the final stages of training

Continually maintains working knowledge of all relevant company software, products and services required to effectively answer customer inquiries

Understands and utilizes alternative delivery channels. Educates customers and offers other channels to meet customers’ constantly changing banking needs

Initiates follow up phone calls and assess potential customers’ needs in order to open new accounts via online leads that have been submitted on the PlainsCapital Bank website

May assist with resolving escalations if a Lead, Supervisor or Manager is not available

Other duties as assigned

Qualification

Retail banking experienceCustomer service skillsBilingual (English/Spanish)Microsoft Office proficiencyInterpersonal communicationMulti-tasking abilityBank policiesAttention to detail

Required

High School diploma, general education degree (GED), or equivalent education required

2 or more years of retail banking, call center, or similar financial services experience required

Excellent customer service and interpersonal skills demonstrated through in-person, live video feed, or phone interactions

Effective verbal, written and interpersonal communication skills

Ability to establish a rapport and build relationships through a virtual or over the phone environment

Maintains current knowledge of and follows all bank policies and procedures ensuring compliance with all security, audit, and compliance requirements while also ensuring protection of customer confidentiality and privacy

Excellent PC skills, including word processing and spreadsheets via Microsoft Office products as well as the ability to learn and use custom applications and systems. Must have proficiency with 10 key touch

Ability to multi-task while maintaining attention to detail and operating multiple computer programs to ensure transaction integrity

Must be able to work a rotating schedule based on the department's hours of operation which includes extended hours and weekends