Customer Service Specialist

If you are someone wanting to make a difference in the communities that we serve and join one of the strongest large banks in Kansas City, then Security Bank of Kansas City has a career for you. In addition to our compensation and benefits packages, Security Bank offers full-time employees 11 paid holidays, rewarding and challenging growth opportunities, generous paid time off and discounted banking services.

Position Summary

The Customer Service Specialist delivers exceptional service to Security Bank of Kansas City customers through phone, video, and all digital communication channels. This hybrid role combines the responsibilities of a virtual teller and customer support center associate to provide timely, accurate, and courteous service. The ideal candidate is tech-savvy, customer-focused, detail-oriented, and thrives in a dynamic environment. This position fosters long-term customer relationships by delivering personalized banking solutions and education on digital tools and products. This position requires the flexibility to work in the Virtual Banking Department and Customer Support Center and adhere to the assigned hours of both departments.

Essential Duties & Responsibilities

The duties include but are not limited to the following:

• Deliver exceptional service to customers via ITM video and CSC telephone interactions.
• Assist customers with account inquiries, transaction processing, and online banking support.
• Identify and act on cross-sell opportunities and refer to appropriate banking partners.
• Balance virtual cash drawer using ITM software and process financial transactions accurately.
• Educate customers on digital services such as mobile banking, online bill pay, digital wallet, debit cards and e-statements.
• Maintain confidentiality and adhere to all regulatory, compliance, and bank policy standards.
• Adhere to all hold polices on check deposits under Regulation CC and any internal bank standard operating procedures or guides.
• Recognize and report unusual account activity or suspected fraud.
• Maintain working knowledge of bank products and services.
• Support marketing and customer engagement initiatives through informed communication.
• Work on-site and remotely as scheduled by management.
• Perform other duties as assigned.