Customer Care Center Associate

Home BancShares
United States
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Communication","Critical thinking","Customer service","Attention to detail","Problem solving"]

Receive and respond to customer phone inquiries for retail accounts while protecting customer identity and privacy. Help resolve issues quickly by answering questions, quoting CD rates and loan payoffs, processing refund decisions, and maintaining accurate call logs. Use systems like Bankway to research requests, perform transaction and stop-payment related support, handle disputes and bill-pay troubleshooting, and identify cross-selling opportunities by referring customers to other bank departments.

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FursaFursa
Home BancShares
Home BancShares
2 days ago

Customer Care Center Associate

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Receive and respond to customer phone inquiries for retail accounts while protecting customer identity and privacy. Help resolve issues quickly by answering questions, quoting CD rates and loan payoffs, processing refund decisions, and maintaining accurate call logs. Use systems like Bankway to research requests, perform transaction and stop-payment related support, handle disputes and bill-pay troubleshooting, and identify cross-selling opportunities by referring customers to other bank departments.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Answer incoming phone calls from customers regarding retail accounts.
  • •Quote CD rates, provide loan payoffs, and resolve general loan questions.
  • •Maintain understanding of marketing promotions and bank products to support customer interactions and referrals.
  • •Research and process limited refund decisions; review complaints and refer customers to appropriate bank personnel.
  • •Perform customer transaction support such as check/order maintenance, EBanking adds/updates, debit card limit increases, and handling Zelle/bill pay/ACH disputes and troubleshooting.

Key Requirements

  • •High school or GED, plus specialized schooling/on-the-job education and 12–18 months related experience or equivalent combination of education and experience.
  • •Experience and ability to handle customer phone inquiries in a call center/customer service environment (1 year customer service experience preferred but not required).
  • •Ability to read and understand policies and procedure manuals and write routine reports and correspondence.
  • •Ability to calculate figures and amounts (e.g., interest, percentages) and apply fractions/ratios to practical situations.
  • •Proficiency with personal computers and Microsoft Office products; knowledge of bank products/policies/procedures is preferred.
Education:High School
Skills:CommunicationCritical thinkingCustomer serviceAttention to detailProblem solving
Tech Stack:10-KeyAccountingAlphanumeric Data EntryPowerPointSpreadsheetMicrosoft OfficeWord Processing/TypingBankwayZelleBill payACHDebit CardTelephone bankingInternet bankingATM/debit cards

Company Brief

Home BancShares
Bank holding company that operates Centennial Bank and provides commercial and consumer banking services, including lending, deposits, treasury management, and online banking. Serves individuals, businesses, and public entities across the southern United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Conway, United States
Founded: 1998
WebsiteLinkedIn