Customer Care Specialist - Caddo Valley, AR

Who We Are:

Southern Bancorp is a different kind of bank. As a Community Development Financial Institution (CDFI), a special certification designated for institutions that serve predominantly underserved communities, Southern Bancorp combines traditional banking and lending services with financial development tools and public policy advocacy to help families and communities grow stronger. Inspired by the principle that building net worth drives economic opportunity, our mission is to be wealth builders for everyone in the communities we serve, with a focus on low-wealth and un(der)banked populations, as well as an emphasis on Black and Brown individuals.

Job Summary

The Deposit Operations Specialist is a member of the back-office Deposit Operations group, which consists of four support teams: File Maintenance, Quality Control, Transaction, and Customer Care. Team members are often cross-trained, and positions can be easily changed between teams.

As part of the Customer Care team, a Deposit Operations Specialist provides exceptional customer service for inbound customer calls that are generally routine but sometimes unique in nature. The Specialist also provides assistance internally for calls from staff (e.g., branch staff) to resolve customer issues. The role is accountable for resolving customer issues and follows up when appropriate.

Responsibilities

• Answers and provides resolutions to customer calls, both internally and externally, in a timely manner.
• Delivers exceptional interactions by listening and responding appropriately to customers in a courteous and professional manner.
• Handles all incoming customer calls on the 800 number, including but not limited to the following: inquiries about balances and transactions, basic IRA questions, iBanking questions and setups, mobile banking questions, debit card questions, one-time fund transfers, basic Bill Pay issues, general customer research, IVR issues, and online banking enrollments (during downtime).
• Researches and explains various processes related to customer account transactions, including but not limited to the following: Shazam debit cards, ACH, Master I-Pay/Bill Pay, Harland Clark/check orders and tracking, web banking/enrollment and sign-on, overdraft protection, etc.
• Coordinates communication of procedures and back-office-related matters through email and the intranet.
• Completes all required training.
• Performs other related duties as required or assigned.

Requirements

• High school diploma or equivalent.
• At least two years of bank operations experience or an equivalent combination of education and work experience.

Skill and Knowledge Requirements:

• Strong customer contact skills, including but not limited to excellent communication skills, professionalism, and poise when responding to a variety of situations.
• Aptitude for problem-solving, excellent reasoning skills, and the ability to work independently with minimal supervision.
• Ability to maintain confidentiality of the bank's records and customer transactions.
• Detail-oriented, accurate, and able to multi-task.
• Strong computer skills, including experience with Microsoft Office products.

Physical Demand & Work Environment: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. #LI-onsite

What we offer our employees:

A positive impact on Your Future:

• 401(k)/Roth plan with immediate eligibility and employer match up to 6%
• Employee stock ownership plan
• Discounted rate on primary home mortgage
• Credit and housing counseling as well as free financial education tools available to customers and employees

Benefits to improve your health:

• No deductible medical insurance plan
• Dental and vision insurance
• Employer paid life and long-term disability insurance
• Flexible Spending Accounts

The opportunity to nurture your well-being:

• Paid holidays and paid time off
• Bonus plan
• Opportunity for merit raises
• Employee reward and recognition programs
• Community service opportunities

Southern Bancorp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, gender expression, status as a protected veteran, among other things, or status as a qualified individual with disability. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As a Community Development Financial Institution, Southern Bancorp desires its workforce to reflect the diversity of the customers and communities that we serve. Racial and ethnic minorities, people from working class backgrounds, women and LGBTQ people are often underrepresented in many financial service industry professions. Therefore, we strongly encourage applications from people with these identities or who are members of other marginalized communities.