Customer Support Specialist

Customer Support Specialist

Location: Headquarters – McAllen
Department: Customer Support / Contact Center
Status: Full-Time, Non-Exempt

Grow With Us

At Rio Bank, every customer interaction matters. As a Customer Support Specialist, you'll serve as the first point of contact for customers and employees, helping them navigate banking services with confidence while delivering exceptional support across multiple communication channels.

If you enjoy helping people, solving problems, and creating positive customer experiences, this role offers an opportunity to develop your banking expertise while making a meaningful impact every day.

Why This Role Matters

The Customer Support Specialist plays an essential role in delivering the high level of service our customers expect from Rio Bank. By providing prompt, accurate, and professional assistance, you help strengthen customer relationships and ensure a seamless banking experience.

Your work directly contributes to:

• Delivering exceptional customer service and support
• Building customer trust through accurate and secure account servicing
• Promoting Bank products and services that meet customer needs
• Supporting operational efficiency through effective call management
• Protecting customer information through strong compliance and security practices
• Enhancing customer satisfaction and retention

Position Summary

The Customer Support Specialist serves as the first point of contact for customers and employees, handling a wide variety of account inquiries and service requests through phone, chat, screen sharing, live camera, and other digital communication channels. This role is responsible for providing accurate information, processing customer requests, promoting Bank products and services, and ensuring compliance with authentication, security, and regulatory requirements.

What You'll Do

Customer Service & Support

• Answer inbound customer calls related to a wide variety of account inquiries and service requests
• Greet customers promptly, professionally, and in a friendly manner
• Assist customers using multiple service channels, including telephone, chat, screen sharing, and live video support
• Provide accurate information regarding accounts, products, services, and electronic banking solutions
• Refer customers to the appropriate department when issues require specialized assistance
• Maintain a positive and professional customer experience during every interaction

Call Management & Service Delivery

• Efficiently manage call queues to ensure timely assistance for customers and employees
• Prioritize incoming requests while meeting service standards and response expectations
• Maintain comprehensive knowledge of Bank products, services, and departmental procedures
• Work alternate Saturdays to provide necessary customer support coverage

Product Knowledge & Relationship Building

• Promote Rio Bank products and services by identifying opportunities to meet customer needs
• Educate customers on available banking solutions, including:
  • Consumer and commercial loans
  • Certificate of Deposit (CD) products
  • Debit card services
  • Merchant services
  • Electronic banking services
• Help customers maximize the value of Rio Bank's products and digital banking tools

Compliance & Security

• Follow established customer authentication procedures before discussing account information or processing requests
• Maintain strict confidentiality of customer and Bank information
• Adhere to all Bank policies, procedures, regulations, and security protocols
• Safeguard sensitive customer and organizational information at all times
• Complete required BSA/AML and compliance training

Administrative & Operational Support

• Maintain department forms, supplies, and resources needed to support daily operations
• Properly maintain records, documentation, and reports as required
• Participate in training and continuing education opportunities
• Support additional departmental projects and operational needs as assigned

What We're Looking For

Required Qualifications

• High School Diploma or equivalent required
• Two (2) years of banking or related experience required
• Bilingual (English/Spanish) required
• Proficiency with Microsoft Office Suite, including Word, Excel, and PowerPoint
• Strong knowledge of electronic banking products and services

Professional Skills

• Excellent written, verbal, and interpersonal communication skills
• Strong customer service orientation and relationship-building abilities
• Exceptional attention to detail and commitment to accuracy
• Strong organizational and time-management skills
• Ability to prioritize tasks and meet deadlines
• Ability to multitask in a fast-paced environment
• Strong problem-solving and critical-thinking skills
• Team-oriented attitude with a collaborative approach to work

Your Growth, Your Impact

This role is a great next step if you're looking to:

• Expand your knowledge of banking products, services, and operations
• Develop expertise in customer service and relationship management
• Strengthen your communication, problem-solving, and critical-thinking skills
• Gain exposure to electronic banking and digital customer support technologies
• Build a foundation for advancement within customer experience, retail banking, or banking operations