Customer Support Technician - Nacogdoches

POSITION DESCRIPTION

POSITION TITLE: Customer Support Technician JOB GRADE: CST-1

REPORTS TO: Digital Banking Mgr LOCATION: Main Nac. DIVISION: Info and Technology

JOB SUMMARY:

The Customer Support Technician must demonstrate critical thinking, increased knowledge and skills to meet customer and CBTx employees' expectations of service and professionalism.

The Customer Support Technician provides operational, technical, and customer support for electronic banking services, ATM/ITM operations, payment processing systems, branch facility/security issues. This position ensures reliable service delivery, operational accuracy, regulatory compliance, and exceptional customer service experience while serving as a liaison between customers, bank personnel, vendors, and service providers.

The position may require travel, overnight stays, and occasional work outside normal business hours, including weekends and/or holidays.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Electronic Banking & Payment Systems

• Support ATM/ITM operations and balancing activities. Support Merchant Services, Instant Issue Debit Cards, Stored Value Cards, and Commercial Remote Deposit services.
• Monitor service interruptions and coordinate resolutions. Test and implement new electronic banking products and enhancements.

Customer & Employee Support

• Respond to customer and employee inquiries promptly. Train customers and employees on digital banking products and services.
• Demonstrate professionalism and strong customer service in all interactions.

Vendor & Facilities Coordination

Serve as liaison between the bank and third-party vendors. Coordinate repairs, maintenance, and installation activities involving facilities, security systems, ATMs/ITMs, and bank equipment. This position may require hands-on involvement, including but not limited to moving equipment, lifting and transporting supplies, assisting with installations, setting up work areas, and performing other physical tasks necessary to support bank operations and vendor projects.

• Monitor vendor performance and service-level expectations.

Must maintain a clean driving record and possess the ability and willingness to operate company vehicles, equipment or trailers when needed.

Risk Management & Compliance

• Perform balancing, auditing, and quality-control procedures. Maintain security controls and fraud prevention measures. Ensure compliance with bank policies and regulatory requirements.

PERFORMANCE STANDARDS

Work output is good, accurate, neat, planned, and organized. Uses reasonable diligence and skill in performing duties and work assigned. Minimal follow up is required. Makes sound decisions and within scope of authority, assumes responsibility for actions and is adaptive to change when needed. It is also prompt and regular in attendance.

Establishes and maintains positive relationships and credibility with other team members inside and outside of the Bank that encourages and enables future work and cooperation with the same people. Provides a good example for peers and subordinates to follow.

Regularly participates and supports actions in and programs to position CBTx as the "preferred community focused financial services organization" as our mission is to be "intensely focused on customer satisfaction, personnel development, community service, and shareholder value," which flows into our Core Values Honesty, Initiative, Reliability, Responsiveness, Engagement. Displays personal behavior that contributes to a favorable Bank image.

MINIMUM QUALIFICATIONS

• High School Diploma or Equivalent; some college preferred.
• Able to describe any personal or commercial deposit services offered by CBTx and the related fees, overdraft privilege eligibility requirements and procedure, and features of both personal and business debit card services.
• Ability to communicate effectively on the telephone or electronically.
• Ability to read and understand technical policy and procedure manuals relating to job duties and responsibilities.
• Physical labor may be required.
• Ability to sit / stand for extended periods of time, while on or off the phone.
• Ability to timely complete tasks with numerous interruptions.
• S. Citizen or legally qualified to reside and work in the United States.
• Over the age of 18 and not disqualified from fidelity bond coverage.

STANDARD KNOWLEDGE AND SKILLS

• Proficient reading, writing, grammar in English and mathematics skills. Use of Microsoft Office Suite products (Word, Excel, E-Mail)
• Strong, courteous, and friendly personality with outgoing and professional manner, with excellent interpersonal relations and communication skills in relating to customers and co-workers.
• Bilingual ability is a plus.

CBTx supports an equal employment opportunity workplace which includes reasonable accommodation for otherwise qualified applicants and employees. Please discuss any questions or requests about this policy or your job duties with your supervisor.

Compliance: Knowledge of Bank policies and procedures and regulatory compliance laws. Complete all compliance training as scheduled. Follows bank policies and procedures consistent with regulatory compliance in all situations and activities performed. Properly document any exception to the Bank policy and procedures, including any exception to regulatory compliance requirements.