Decision Support Specialist provides guidance and solutions to users working with decision support software and data tools. Assists in the preparation, deployment, and delivery of decision support tools to users. Being a Decision Support Specialist analyzes user requirements and evaluates functionality and configuration options available for existing and new software. Requires a bachelor's degree. Additionally, Decision Support Specialist typically reports to a supervisor or manager. The Decision Support Specialist work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Decision Support Specialist typically requires 4 -7 years of related experience. (Copyright 2024 Salary.com)
POSITION DESCRIPTION
POSITION TITLE : Support Center Specialist JOB GRADE : CSR 2-5
REPORTS TO : Support Center Management LOCATION : Main Nac. DIVISION : Info and Technology
JOB SUMMARY :
The Support Center employee must demonstrate increased knowledge and skills in order to meet customer and CBTx employee's expectations of service and professionalism.
Receives, researches, resolves and promptly responds in person, by telephone, or electronically to inquiries and requests with regard to a variety of checking, savings, account services including;
account status, account balances, payoff amounts, stop payments, temporary holds, address and phone number changes, monetary transfers, funds availability, NSF items, Debit card ordering, statement requests as well as moving of funds electronically using CBTx mobile and online banking services.
As well as specializing in operational processing and problem resolution including but not limited to; Compromised debit cards, Instant Issue debit cards, Mobile and ATM Deposits, Mobile Banking, Outbound calls for online registrations, Internet Banking (Approvals, Customer Chat, E-statements, Support Emails), ITM (Interactive Teller Machines) Balancing and Machine error resolution, Support Tickets.
E-Money services like Zelle.
Recognizes and Identifies customer needs and makes referrals to appropriate CBTx deposit, loan, trust, and insurance specialists.
Performs quality control functions, reporting, and performance tracking.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Performs a variety of customer service transactions on a daily basis such as cash / check deposits and withdrawals, account holds, stop payment orders, and check confirmation.
PERFORMANCE STANDARDS
Work output is good, accurate, neat, planned, and organized. Uses reasonable diligence and skill in performing duties and work assigned.
Minimal follow up is required. Makes sound decisions and within scope of authority, assumes responsibility for actions and is adaptive to change when needed.
Is also prompt and regular in attendance.
Establishes and maintains positive relationships and credibility with other team members inside and outside of the Bank that encourages and enables future work and cooperation with the same people.
Provides a good example for peers and subordinates to follow.
Regularly participates and supports actions in and programs to position CBTx as the "preferred community focused financial services organization" as our mission is to be "intensely focused on customer satisfaction, personnel development, community service, and shareholder value", which flows into our Core Values Honesty , Initiative , Reliability , Responsiveness , Engagement.
Displays personal behavior that contributes to a favorable Bank image.
MINIMUM QUALIFICATIONS
STANDARD KNOWLEDGE AND SKILLS
CBTx supports an equal employment opportunity workplace which includes reasonable accommodation of otherwise qualified applicants and employees.
Please discuss any questions or requests about this policy or your job duties with your supervisor.
Compliance : Knowledge of Bank policies and procedures and regulatory compliance laws. Completes all compliance training as scheduled.
Follows bank policies and procedures consistent with regulatory compliance in all situations and activities performed. Properly document any exception to the Bank policy and procedures, including any exception to regulatory compliance requirements.
Last updated : 2024-04-24
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