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Call Center Agent – Bilingual (English/Spanish)

PlainsCapital

This is a Full-time position in Irving, TX posted July 16, 2021.

The Call Center Agent, a member of our Customer Solutions Center team, answers incoming calls from PlainsCapital Bank customers while exhibiting service beyond expectations. Provides full-cycle customer support in a call center setting by professionally greeting callers, providing appropriate information, resolving issues and concerns, transferring calls, and taking messages, as necessary. While the majority of callers are English speaking, about 10% of callers request Spanish and are routed to our Bilingual agents. Essential Functions Answers large volume of customer calls and inquiries concerning products, services, notices, statements, etc. related to associated Bank items including, but not limited to, (inquiries will typically be about checking and savings accounts, time deposits, loans, Visa check cards, internet banking, and wire transfers, etc.). Greets and assists customers in a friendly, professional manner. Ensures customers experience service beyond expectations and that the information provided is thorough and accurate. Continually maintains working knowledge of all relevant company software, products, and services required to effectively answer customer inquiries. Responsible for closing each call by typing a closing summary that will include the outcome of the call, including what the call was about, whether the call had to be transferred to another department, or if the call was processed entirely by the Agent. Other duties as assigned. Job Requirements High School diploma, general education degree (GED), or equivalent required. 1 or more years of customer service experience in a professional environment required. Bilingual with ability to read, write and speak English and Spanish a plus. Previous experience in a call enter environment in banking or financial services a plus. Excellent verbal and written communication skills with demonstrated ability to communicate ideas and information in a clear, concise and organized manner. Customer service focus with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns. Excellent problem solving and organization skills. Ability to work independently and multi-task in a fast-paced and constantly changing environment. Strong computer skills including proficiency with Microsoft Office suite of products (specifically Word, Excel and PowerPoint) and the ability to learn and utilize custom banking systems and applications in a rapidly changing business and technology environment. Must be able to work a flexible schedule to include required evening and weekend hours. The above statements are intended to describe the general nature and level of work being performed by individuals in, or assigned to, the above position and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required, and may be changed at the discretion of the Company. About the Company At PlainsCapital, we’ve always had a trailblazing spirit. PlainsCapital was founded in 1988 by Alan White and a group of investors who raised the capital to acquire Plains National Bank, a Lubbock financial institution with one branch and $198.8 million in assets. Alan, who retired from his post as Chairman of PlainsCapital Bank in 2019, partnered with a team of young bankers who dreamed of bringing relationship banking to Lubbock, and they began to grow the bank one relationship at a time. Today, PlainsCapital Bank is one of the largest banks in Texas based on deposit market share. Under the leadership of President and Chief Executive Officer Jerry Schaffner, we have a statewide presence with more than 60 locations in all major Texas markets. We are a strong and stable financial institution and a trusted community partner. We take pride in helping our customers blaze trails of their own, whether launching or expanding a business, raising a family, or moving into retirement. Our diverse range of services includes commercial banking, treasury management, private banking, and wealth management, as well as consumer banking. To learn more, please visit us online at plainscapital.com/about.

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