E- Services Associate (Full Time) - Plano Ops at PROSPERITY BANK

Plano, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

22 May, 26

Salary

25.0

Posted On

21 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Chat Support, Email Support, Problem Solving, Account Maintenance, Product Knowledge, Data Collection, Complaint Handling, Time Management, Typing Speed, Communication, Public Relations, Computer Skills, Organization, Working Under Pressure

Industry

Banking

Description

External Applicants: Please apply through Prosperity Bank's Career Center at https://www.prosperitybankusa.com/Careers [https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.prosperitybankusa.com%2FCareers&data=05%7C02%7Csavina.rodriguezmoreno%40prosperitybankusa.com%7C4351c6288a4f46ccbc9e08dcd40d9146%7C00eda10cf32f45b88e91257da01a8f7c%7C0%7C0%7C638618401959042524%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=lCPTgOEYEVnrpk5nNGZONxoI2erp7ikQoPkbbLU2VGE%3D&reserved=0]. Applying through any other source may prevent Prosperity from receiving your application. Internal Applicants: If you are a current associate of Prosperity Bank, please apply through the internal Talent - Career Center in ADP. Prosperity Bank is an Equal Opportunity Employer. POSITION PURPOSE Responsible for the resolution of chats, and emails from both internal and external customers. Will preform a wide variety of complex and technical task associated with customer transactions within specified time and quality parameters. Additional responsible to promote the image of the Bank in a professional and positive manner. . ESSENTIAL FUNCTIONS AND BASIC DUTIES 1.Assumes responsibility for the effective and professional performance of financial service functions. * Takes ownership and ensures timely responses and resolutions of all customer issues, both internal and external through chat and email. * Provides excellent customer service. * Performs various account maintenance and transactions related to customer information and or products. * Remains proficient for numerous products and services of the Bank, including but not limited to: 1. Consumer Internet Banking 2. Consumer Bill Pay 3. External Transfers 4. eStatements 5. Debit Cards 6. Consumer Loans 7. Account Servicing (Stop Payments, Adjustments, refunds, address changes, etc.) 8. Research 9. Deposit Products * Attend various product knowledge and customer service training classes – both online and in a classroom setting. * Ensure optimum knowledge of all systems used by E Services. * Answers questions and solves problems for customers by reading, collecting data, and securing answers. * Handles complaints in a professional manner. * Presents and explains Bank products and services to customers and assists in meeting their financial needs including the following: opening, closing, and maintaining checking, savings, time deposit, and individual retirement accounts as well as working with safe deposit boxes, savings bonds, credit cards and consumer loans. * Consistently strives to meet the Customer Service Center’s E-Service quality goals. * Maintains and projects the Bank's professional reputation, while adhering to the Bank policies. * Other duties as assigned. 2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management. * Keeps management informed of problems. * Maintains a professional working relationship with all associates in the Customer Service Center. 3. Assumes responsibility for related duties as required or assigned. * Assists other departments, as necessary. * Keeps work area clean, secure, and well maintained. * Maintains the privacy of customer information. PERFORMANCE MEASUREMENTS 1. Financial service functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures. 2. Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved. 3. Accurate and complete information about Bank products and services is provided to customers. 4. Good working relationships and coordination exist with area personnel and with management. 5. Appropriate assistance is provided to area staff as needed. Management is informed of activities. 6. Consistently meets established call quality standards. 7. The Bank's professional reputation is conveyed and maintained. QUALIFICATIONS EDUCATION/CERTIFICATION: High School Diploma or GED REQUIRED KNOWLEDGE: Knowledge of the Bank products, services, and policies/procedures. EXPERIENCE REQUIRED: Two years of related experience and/or training; or the equivalent combination of education and experience. Work related experience must consist of customer service or the financial services industry. SKILLS/ABILITIES: Must be able to type 55 wpm or more to qualify for this position. A test will be administered. Excellent communication and public relations skills. Excellent computer skills. Well organized. Ability to work well under pressure. Ability to work overtime as needed or required. PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information. AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery. PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.) WORKING CONDITIONS NONE: No hazardous or significantly unpleasant conditions (such as in a typical office). MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions, and to deal with problems involving a few variables. MATHEMATICS ABILITY: Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts). LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary. Hours: Monday - Friday 10:00 AM - 7:00 PM. Saturday 9:00 AM - 5:00 PM.

Responsibilities

The associate is responsible for resolving customer issues received via chat and email, performing complex and technical transactions within set time and quality standards. This role also requires promoting the bank's image professionally and positively.