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Customer Care Representative

Independent Bank Group, Inc

This is a Full-time position in Denton, TX posted September 3, 2021.

The Customer Care Representative will be responsible for first call resolution and excellence in customer service by responding to inbound calls and email inquiries, while using independent judgment with moderate supervision.


  • Answers inbound telephone calls and emails from customers regarding balance requests, check verification, account research and all other account-related questions.
  • Delivers accurate description of financial products and/or services to customers.
  • Provides accurate information to customers in accordance with bank guidelines.
  • Navigates various computer systems to properly maintenance customer account information.
  • Ensures timely and accurate completion of daily functions.
  • Routes callers to appropriate internal departments when required. Resolves problems within bounds of authority or requests assistance from other team members or supervisor as necessary.
  • Maintains a high level of service with customers and meets performance targets.


  • High school education or equivalent is required.
  • Minimum one year in financial services preferred
  • Minimum one year at a call center preferred
  • Minimum two years of customer service experience is preferred.
  • Clear verbal communication, written communication, and reading comprehension in English
  • Basic computer skills (i.e., typing, data entry, Internet navigation, Microsoft Windows and email)
  • Basic use of standard office equipment (i.e., telephone, computer)
  • Strong interpersonal and customer service skills
  • Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills
  • Application of good judgment and decision making
  • Ability to work efficiently both independently and as part of a team
  • Ability to prioritize work to meet deadlines and productivity goals
  • Ability to work under pressure and cope with stress effectively
  • Ability to work in a fast-paced environment
  • Demonstrate a general level of knowledge of Bank Secrecy Act and OFAC related responsibilities in the performance of daily operations to ensure adherence to bank policies and compliance with all regulatory requirements.

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