Customer Xperience Representative

$25,000 - $39,000/Yr

City Bank - Lubbock, TX

Full-time - Entry Level

Onsite - Lubbock, TX

Credit Intermediation and Related Activities

About the position

The Customer Xperience Representative (CXR) position at City Bank NA is a full-time role based in Lubbock, TX, where the representative will be responsible for managing customer account issues and providing exceptional customer service. This role requires prior banking experience and a keen attention to detail, as CXRs will handle a variety of customer inquiries related to online banking, mobile banking, loan payments, debit cards, and disputes related to fraud. The representative must be adept at problem-solving quickly while maintaining confidentiality regarding sensitive customer information. Calls will be recorded for training and quality assurance purposes, and adherence to all bank policies and procedures is mandatory. The CXR will also be expected to meet team goals and support the objectives set by upper management for the department and the bank as a whole. The working hours for this position are typically from 8 AM to 5 PM or 9 AM to 6 PM, with a rotating Saturday shift. Punctuality is crucial, and representatives must communicate with their manager if they are unable to attend work or will be late. The role involves answering incoming calls from customers across all branches, addressing a wide range of inquiries including account balances, fees, stop payments, and more. CXRs will need to be familiar with all City Bank systems and programs used daily, and they are encouraged to take initiative for ongoing training and to understand the bank's products thoroughly to make quality customer referrals. Customer service is the top priority, and representatives are expected to use courteous and friendly tones during interactions. Additionally, CXRs will log each call into the bank's system and may be asked to participate in cross-training for other roles within the bank.

Responsibilities

• Answer incoming calls in queue or from transferred calls regarding customer problems or inquiries on account issues.
• Understand all City Bank systems and programs used on a daily basis for Customer Xperience.
• Maintain confidentiality of customer information and ensure secure handling of sensitive data.
• Take initiative for ongoing training offered by City Bank.
• Understand products and make quality customer experience referrals.
• Provide high-level customer service using proper phrases and a friendly tone.
• Log each call into the Synapsys system for tracking and quality assurance.
• Listen to own calls to improve quality and customer service skills.
• Participate in team meetings and support upper management suggestions for departmental improvement.
• Be a team player and adapt to changes in the work environment.

Requirements

• Prior banking experience is required.
• Attention to detail is essential for handling customer account issues.
• Ability to problem-solve quickly and effectively.
• Strong customer service skills and ability to maintain confidentiality.
• Familiarity with City Bank systems and programs used in daily operations.

Nice-to-haves

• Experience with online banking and mobile banking products.
• Knowledge of loan payment processes and account maintenance.