Customer Care Associate

N

NDBT

Customer Care Associate

Dallas, TX
Full Time
Paid
  • Responsibilities

    Overview

    The Customer Care Associate serves as a primary point of contact for customers and internal partners, delivering proactive, solution-oriented support across all service channels. This role is responsible for creating a positive, seamless experience by taking ownership of customer needs from initial contact through resolution. Customer Care Associates are empowered to provide accurate guidance, support digital banking needs, and strengthen relationships through every interaction. Customer Care Associates play a critical role in delivering consistent, high-quality service that reflects NDBT’s commitment to trusted advice and exceptional care.

    Responsibilities

    Professional Communication & Customer Experience

    • Serve as a first point of contact for customer and internal inquiries via phone, email, and digital channels
    • Deliver warm, professional, and relationship-focused service in every interaction
    • Take full ownership of customer needs, ensuring timely and accurate resolution
    • Minimize transfers by proactively identifying solutions and utilizing available resources
    • Deliver clear, confident, and professional communication to customers and internal partners
    • Model a positive, solution-oriented approach aligned with the Customer Care Team vision

    Account Servicing & Support

    • Assist customers with routine account servicing, including: Account inquiries, transaction research, stop payments and check orders, debit card support, loan payment and payoff inquiries, along with product and service questions.
    • Process customer requests accurately and in accordance with bank policies and procedures
    • Escalate more complex issues appropriately while maintaining ownership of the experience

    Digital Banking Support

    • Support customers with online and mobile banking, including: Enrollment, access, and password resets, bill pay setup and servicing, and navigation and usage support across digital platforms
    • Troubleshoot basic digital banking and device-related issues (mobile apps, online access)
    • Promote adoption of digital solutions as part of the overall customer experience
    • Ensure all interactions and transactions comply with bank policies, procedures, and regulatory requirements
    • Maintain accuracy and attention to detail in all customer servicing activities
    • Support service level goals related to responsiveness, quality, and efficiency
    • Assist with call tracking, documentation, and reporting as needed
    • Partner effectively with banking centers, operations, and internal teams to support customer needs
    • Contribute to a positive, team-oriented environment focused on service excellence
    • Continuously build knowledge of bank products, services, and systems
    • Participate in training and development to expand capabilities across service areas
    • Act as a subject matter expert for digital banking platforms, including online and mobile banking
    • Provide one-on-one support to customers using available tools (including remote assistance when appropriate)
    • Support internal teams with digital-related questions and problem resolution

    Qualifications

    • Bachelor's degree preferred, plus two-years related banking experience, or equivalent combination of education and experience.
    • Ability to learn bank products, services and procedures quickly and execute them accurately.
    • Knowledge of troubleshooting with various web browsers (Chrome, Safari, Firefox, Edge).
    • Knowledge of common mobile technology for both iPhone and Android.
    • Ability to successfully educate others regarding the use of bank technology.
    • Proficient knowledge of Microsoft Office products, including Outlook, Excel and Word.
    • Adaptable, flexible, and able to work department hours, including some evenings and weekends, as needed.

    Preferred Skills and Attributes:

    • Speaks clearly and confidently with a professional tone.
    • Demonstrates strong active listening skills.
    • Communicates effectively with team members, supervisors, managers, and other departments.
    • Explains banking products and next steps in a simple, understandable way.
    • Delivers friendly, professional, and patient service on every interaction.
    • Creates a positive customer experience during all interactions.
    • Able to de-escalate while protecting the bank’s policies and risk exposure.
    • Maintains professionalism while balancing customer satisfaction and compliance requirements.
    • Able to assess customer needs quickly, ask the right questions, provide accurate and efficient solutions.
    • Uses good judgement when handling unfamiliar situations or determining when to escalate.
    • Ensures transactions, account updates, and notes are precise and complete.
    • Follows procedures carefully to prevent errors and reduce risk.
    • Works well within a team environment, shares knowledge and supports peers.
    • Open to feedback and coaching.

    Location: North Dallas on Preston Road at 635/LBJ Frwy

    About NDBT:

    We have a great team of friendly, talented, and inspiring people at NDBT. We take pride in offering opportunities for employees to grow and follow their passions, while providing a great work-life balance as well as job stability. Founded in 1961, NDBT has a long-standing reputation in the community and strives to provide excellent customer service to our customers and communities. NDBT leadership and employees foster and contribute to our environment of mutual respect, accountability, creativity, and teamwork; and at all times to act with integrity, dignity, honor, and fairness. If this sounds like something you would like to be a part of – consider applying today.

    North Dallas Bank and Trust is an Equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.