Customer Service Specialist

Join our team!

Since 1867, Bank of Stockton has proudly served generations of families and businesses with unprecedented customer service. Behind every year of “Withstanding the Test of Time” are loyal bank employees who treat our customers like friends and family because they live in the communities that we serve. We strive to be a great place to work and a great place to bank! With 21 branches and growing, we are looking for people that share our service philosophy. If you’re interested in becoming part of our team, submit your resume today! (PDF format only)

If you have any questions, call our Human Resources Department at 209-929-1414.
SUMMARY

The Customer Service Specialist plays a pivotal role in creating a warm welcoming “Community” experience for customers. Our Customer Service Specialists are expected to respond to a high volume of inbound telephone calls with accuracy and professionalism.

This position is expected to be logged into a call queue for 90% of the scheduled shift, the remaining 10% allocated for administrative duties.

ESSENTIAL DUTIES

- Provide solutions for incoming inquiries via telephone in a timely manner. May provide support via various channels email, chat, secured messages etc.

- Maintain a professional and positive demeanor to create a “Community” experience.

- Navigate Bank of Stockton’s various systems to support customers with Online Banking functions and remote services.

- Create and follow up on fraud and non-fraud disputes.

- Resolve Fraud Disputes, maintain travel exceptions and perform card maintenance.

- Meet call standards adhering to Customer Service Center SLA.

- May Assist with Customer Service Center Reports, 4k Bill pay audit, Email Bounce Backs, and Death Notifications etc.

- Promote teamwork with a positive attitude.

- Follow chain of command escalating concerns or complex scenarios to a supervisor as needed.

- Additional duties as assigned.

SECONDARY DUTIES

The position of Customer Service Specialist I performs duties specific to the position and other functions as assigned.

COMPLIANCE RESPONSIBILITIES

Must comply with applicable laws and regulations. Follow corporate office security protocols.

SUPERVISORY RESPONSIBILITY

This position is not responsible for the supervision of staff.

ENVIROMENTAL AND PHYSICAL ACTIVITY

The Customer Service Specialist I works in a non-confined office-type setting in which he or she is free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc.

This employee in the course of performing this position spends time writing, typing, speaking, listening, lifting up to 15 pounds, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching.

The employee in this role may operate any or all of the following: telephone, cellular telephone, copy and fax machines, adding machine (calculator), Check protector, encoder, computer terminal and related printers.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

The employee in this position must be able accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, language, presentations, verbal and written communications, analytical reasoning, multiple concurrent tasks, frequent interruptions, and time constraints.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and /or ability required to perform the position in a satisfactory manner. An individual’s abilities may result in some deviation from these guidelines.

- Strong interpersonal and communication skills.

- Basic computer skills with the ability to learn all system applications utilized in the Customer Service Center.

- 2+ years of Customer Service experience (Banking Preferred).

- Familiarity with online banking products and services.

- Ability to think outside the box to identify solutions.

LOCATION:

Bank of Stockton Operations

415 E Miner Ave

Stockton, CA 95202

HOURLY PAY RANGE:

17.50 - 24.25

Bank of Stockton and its subsidiaries are equal opportunity/affirmative action employers. It is our policy to recruit, advertise, employ, promote, transfer, discipline and discharge without regard to race, religion, color, national origin, age, physical or mental disability, veteran status, sex, and any other basis protected by federal, state, or local law.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Work Location: In person