Senior Customer Service Center Representative

Position: Senior Customer Service Center Representative | Division: Customer Service Ctr


Work Days: Monday - Friday, & rotating Saturdays | Hours of Operation: Monday - Friday 9:00am - 6:00pm and Saturday's 9:00am - 1:00pm

Why Broadway Bank:

We are one of the largest independently owned banks in Texas with offerings in personal and private banking, wealth management, business banking and mortgage lending.

Purpose of the Position:

Deliver the best banking experience-resulting in lasting relationships by assisting customer service management with the supervision of the Customer Service Representatives. Provide leadership support and cultivate an environment for growth and development along with providing and offering a full range of services and sales solutions to customers.

Key Accountabilities:

• Coach Customer Services Representatives (CSRs) in delivering high levels of customer service to achieve determined Call Quality Levels, Sales Performance, retain current Customer Relationship Activities, and proper phone management.
• Assist management in the development and communication of process improvements and roll-outs. This will include making sure all transactions are processed in compliance with federal, state, and bank requirements.
• Resolve escalated or customer complaints to elevate the Broadway Bank customer experience.
• Answer incoming calls (when necessary) by effectively communicating with existing and prospective customers through profiling to uncover financial needs.
• Refer customers to the appropriate line of business partners.
• Demonstrate skills in acquiring, expanding and retaining customers.
• Participate in call center campaign activities. Deliver the distinctive customer experience aligned with the Broadway Mission, Vision and Values.
• Perform outbound or follow-up calls to existing and prospective customers and work toward a first call resolution process.
• Maintain an effective level of product and program knowledge.
• Role will include disclosing the availability of funds based on pending transactions, research and reporting in determining fraudulent account activity, retrieving and reviewing legal documents and including account retention in a timely manner.
• Perform account openings, customer maintenance and processing loan applications keeping with established procedures to ensure timely service delivery.
• Deliver outstanding service to our customers and meet established goals by using a consultative sales approach to deliver the full scope of Broadway's capabilities and fulfilling customers stated and unstated needs.
• Actively participate in campaigns and promotions, ensuring that activities are completed in a timely manner and that follow up activities are scheduled accordingly.
• Demonstrates effective use of bank systems to capture client information, record client activities, schedule follow up activities.
• Meet or exceed operational and service standards to ensure customer transactions are processed in keeping with all compliance, regulatory and procedural requirements.
• Performs other duties as assigned by call center managers.

Competencies and Skills:

• Effective Communication
• Cultural Intelligence
• High Call Quality
• Adherence to Schedule within the Calabrio Scheduling software
• Team oversight
• Individual Sales Activity and Production Goals

Work Experience Requirements:

• 4 years financial institution or customer contact experience, which must include new account and loan experience, preferably in a call center environment
• Demonstrated customer service and sales experience that includes proven success in a team environment working toward the same goal
• Strong verbal and written communication skills
• Proficiency in the use of personal computers, Microsoft Word, Excel and Outlook.

Education Requirements:

• Bachelor's degree
• Successful completion of some college-level coursework combined with 4 years of financial services experience may be considered in lieu of a 4 year degree.

Other Qualifications:

• Meet and maintain financial responsibility, character and general fitness standards along with all other established requirements for an individual Loan Originator in accordance with Regulation Z. Completion and successful passing of pre-employment testing.

Other Requirements:

• Work involves sitting, extended periods of standing, occasional walking and lifting up to 50 pounds.

We're a culture that offers resources to benefit your overall health and well-being:

• Employee Impact Groups
• Career Development and Mentorship Programs
• Generous paid time off, minimum 4 weeks
• Employee recognition, awards, and events
• Free vision insurance
• Retirement matching
• Tuition reimbursement

This job description is not designed to be a comprehensive listing of duties, responsibilities, or activities that are required for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Broadway Bank is proud to be an Equal Opportunity and Affirmative Action Employer. Broadway Bank is a drug-free and tobacco-free workplace, with a nicotine-free hiring policy. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic data or other legally protected status.

Member FDIC