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Customer Support Specialist

RIO BANK -
McAllen, TX

Quick Apply

Job Details

Full-time
$17 - $18 an hour
8 days ago

Qualifications

Spanish
Customer relationship building
English
High school diploma or GED
Documentation tools
Customer support
Productivity software
Video conferences (communication methods)
Industry knowledge of retail banking

Full Job Description

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

Rio Bank is an equal opportunity employer and is committed to providing equal employment opportunity for all persons regardless of race, religion, color, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. Reasonable accommodations for an individual’s disabilities will be made for qualified applicants who are able to successfully perform the essential functions of the job with or without reasonable accommodation.

Quick Apply

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Customer Support Specialist

Grow With Us

Why This Role Matters

Position Summary

What You'll Do

Customer Service & Support

Call Management & Service Delivery

Product Knowledge & Relationship Building

Compliance & Security

Administrative & Operational Support

What We're Looking For

Required Qualifications

Professional Skills

Your Growth, Your Impact

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