Job Description

It’s about being real when people need you.

Are you someone that loves to lend a hand to others and does so with a kind, approachable attitude? Are you passionate about finding solutions to problems and enjoy the freedom of making those decisions? Do you genuinely enjoy helping people and want to be a part of making their day better? If so, being an Investments Customer Operations Associate II might be the role for you!

At Frost, it’s about more than a job. It’s about having a flourishing career where you can thrive, both in and out of work. At Frost, we’re committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you’ll become part of Frost’s over 150-year legacy of providing unparalleled banking services.

Who you are:

As an Investments Customer Operations Associate II, you are our customers’ first line of support in addressing their investments needs. In this role, you will respond to customer inquiries via phone, email, and chat in a timely and professional manner to ensure a positive customer experience. You will use your effective communication skills and analytical mindset identify, troubleshoot, and resolve customer issues. Our customer’s love talking to real people located here in Texas and you will be a key asset in helping them with the assistance they need. You welcome a challenge and want to ensure every experience is next level.

What you’ll do:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Troubleshoot and resolve complex customer issues, escalating as necessary to higher-level team members or managers
• Maintain accurate and up-to-date records of customer interactions and transactions
• Provide support and guidance to customers on the use of our products and services
• Identify and report any trends or patterns in customer complaints or issues to management
• Continuously strive to improve customer satisfaction and retention
• Collaborate with cross-functional teams to improve customer experience and internal processes
• Develop and implement customer service best practices and procedures
• Always take action using Integrity, Caring and Excellence to achieve all-win outcomes

What you’ll need:

• High school diploma or equivalent
• 2+ years of experience in customer service or support role
• Excellent written and verbal communication skills
• Proficiency in Microsoft computer applications
• Series 7 and 63 Licenses

Our Benefits:

At Frost, we care about your health, your family, and your future and strive to have our benefits reflect that. This includes:  

• Medical, dental, vision, long-term disability, and life insurance
• 401(k) matching
• Generous holiday and paid time off schedule
• Tuition reimbursement
• Extensive health and wellness programs, including our Employee Assistance Program
• Referral bonus program + more!

Since 1868, Frost has dedicated their expertise to provide exceptional banking, investment, and insurance services to businesses and individuals throughout Texas. Frost is one of the 50 largest U.S. banks by asset size and is a leader in banking customer satisfaction. At Frost, it’s about being part of something bigger. If this sounds like you, we encourage you to apply and see what’s possible at Frost.