IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects it's dedication to the growth and success of it's employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence. We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience.
Time Type:
Full time
Department:
1140 Call Center
Job Summary:
Answer/handle incoming external customer calls regarding account activity, debit card issues and general banking issues. 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. Utilize troubleshooting and decision making skills to resolve conflicts. Take on corporate assignments as assigned assist with training of new hires and support the floor agents as needed. Answer Reg E calls regarding new and filed POS disputes and file ATM disputes as required.
Job Description:
ESSENTIAL JOB FUNCTIONS
The statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.

• Process customer inquiries utilizing bank resources.
• Assist calls with one call resolution.
• Refer new or additional services as needed
• Analyze suspicious activity and takes appropriate steps to protect the customer and the bank.
• Evaluate potential bank risk and report to the appropriate personnel.
• Review the customer requests and submit appropriate documentation to fulfill the request.
• Maintain confidentiality of bank records and documents.
• Meet quality and performance standards
• Provides customers with Regulation-E support by processing ATM and Online disputes
• Assist with general online questions
• On the Job training as assigned
• Other duties as assigned

SKILLS

• Able to multitask on a computer while conducting telephone conversations
• Excellent problem-solving abilities
• Flexible to work schedule
• Ability to navigate easily on basic computer functions
• With customer service and good communication (verbal and written) skills.
• Customer service experience is preferred but not required.
• Bilingual in English and Spanish

EDUCATION & KNOWLEDGE

• High school Diploma or Equivalent
• 12 months in a customer service environment, preferably by phone. Some leadership experience preferred