Customer Service Center Representative II

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.

Position Overview:

The Customer Service
Center Representative acts as the primary inbound point of contact for
customers, handling sales and service inquiries for the bank's products and
services. This role involves assisting both existing and prospective customers
while working toward achieving individual and team goals. It requires a strong
focus on delivering exceptional customer service that aligns with the bank's
mission, vision, and values. In addition, the position ensures compliance with
all applicable bank policies, procedures, and state laws and federal
regulations.

Essential Functions:

• Respond to inbound customer calls by engaging in effective communication and profiling to identify customers' financial needs.
• Provide recommendations on bank products and services, ensuring customer needs are met while expanding, retaining, and acquiring customers.
• Refer customers to the appropriate business lines, based on identified needs, including personal banking, lending, and wealth management.
• Participate actively in call center campaigns and contribute to achieving overall team goals.
• Deliver high-quality customer service aligned with the bank's core values, ensuring each customer interaction meets established service standards.
• Conduct outbound and follow-up calls to existing and prospective customers, working towards first-call resolution where possible.
• Maintain a solid understanding of the bank's products, services, and programs to address customer inquiries effectively.
• Process a variety of customer transactions including funds transfers, loan payments, account maintenance, research, and reconciliation, ensuring compliance with operational, technical, and regulatory requirements.
• Investigate and report on suspicious or fraudulent account activity and handle inquiries regarding legal documentation and account retention.
• Complete necessary documentation for the opening and closing of deposit accounts and for processing loan applications accurately and in a timely manner.
• Ensure customer transactions comply with security procedures and regulatory standards.
• Perform additional duties as required to support the efficient operation of the Customer Service Center.
• This position may require travel within the Bank's geographic area.

Performance Measurements:

• Achievement of individual sales activity and production goals.
• Contribution to Call Center Five Star goals.
• Adherence to schedules using the Calabrio Scheduling software.
• Completion and certification of bank product and service training programs.
• Completion and certification on Regulatory training job requirements.

Experience & Education:

• 1 year of experience in a financial institution, customer service role, or call center environment.
• 1 year of experience in a call center environment is a
  plus.
• Demonstrated sales skills, including the ability to identify customer needs and recommend suitable products and services.
• Strong verbal and written communication skills.
• 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.
• 1 year of financial services experience (not limited to banking but involving financial transactions over the phone) is preferred.
• 1 year of experience in soft sales, including
  cross-selling and upselling is a plus.
• Familiarity with technology either through personal or
  professional experience.
• High school diploma or equivalent is required.

Skills & Qualifications:

• Familiarity with customer service platforms, Microsoft Office Suite, and Automatic Call Distribution (ACD) applications.
• Ability to manage multiple tasks effectively and demonstrate strong problem-solving skills.
• Attention to detail with a strong focus on accuracy in handling customer transactions and records.
• Excellent customer service skills, with the ability to engage customers, build rapport, and resolve issues promptly.
• Ability to work in a fast-paced environment while maintaining high-quality service standards.
• Strong teamwork skills, with the ability to work collaboratively in a call center setting.
• Ability to handle confidential customer information with integrity and professionalism.
• Adaptability to new technologies and processes, with a willingness to learn and grow within the role.

Other Requirements:

• 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.
• Requires the ability to lift, carry, push, pull weights or otherwise move objects weighing as much as 10 lbs. on a regular basis and/or for extended periods of time during the workday.
• Occasional overtime or extended hours may be required.

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

• 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 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, sex,
sexual orientation, gender identity, religion, national origin, disability,
veteran status, or other legally protected status.

Member FDIC