Customer Contact Center Representative

Hills Bank and Trust Company

Hills, IA Customer Service
Job Description: Provide superior service to customers while working to meet their financial needs via channels such as telephone, email, and chat.  
ACCOUNTABILITIES:
Customer Support: 
  • Handle customer telephone calls and respond to secured and unsecured email inquiries directed to Hills Bank at a quality level that meets or exceeds customers’ expectations.  Customer inquiries and requests may include, but are not limited to: 
  • Account balance and transactional information
  • Check and debit card orders
  • Funds transfer, account closure, and other transaction requests
  • Wire transfer requests
  • Support of bank services (cards, mobile banking, online banking, etc.)
  • Basic maintenance and account updates
  • Xpress transfers 
  • General product inquiries and needs
  • Maintain excellent knowledge of products and services offered by the bank in order to answer questions effectively and recognize sales opportunities.
  • Identify and correct problems/concerns as necessary while following established policies and procedures.
  • Maintain security of customers’ accounts and confidentiality of customer information.
Other Duties: 
  • Cover Operator role as needed
  • Provide indirect customer support by assisting coworkers with inquiries and requests for assistance.
  • Participate in appropriate training in order to maintain required skills.
  • Perform other duties as assigned.
COMPETENCIES:
Customer Focus: 
  • Respond sensitively to the needs of the customer and take the appropriate action to meet their needs on a timely basis.
Communication:  
  • Effectively express thoughts verbally and in written form; actively listen to others.Able to defuse stressed or angry customers and maintain professionalism in all interactions.
Professionalism: 
  • Project a positive image of the bank to all internal and external customers.Maintain positive relationships and work productively with many varied groups of individuals.  Serve as a role model for other employees.    
Adaptability:  
  • Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.
Learning Agility: 
  • Openly accept feedback, using this along with knowledge gained to improve performance.  Seek out feedback if necessary.  Apply feedback to daily work habits.
Problem Solving:  
  • Uses effective problem solving techniques to handle complaints and work with situations that need to be escalated.
Sales:
  • Must understand the role of sales in a community bank environment.  Must be able to address customer needs through appropriate sales and referrals.
Team Player:  
  • Must view oneself as part of an overall team.  This includes supporting others throughout the entire bank to achieve the overall goals.
EDUCATION AND SPECIAL REQUIREMENTS:
  • High school diploma required.  Prefer an associate’s degree (AA) from a two-year college or technical school or bachelor’s degree.
  • Prefer 1 - 2 years’ experience in a related position.
  • Must be able to take initiative, accept responsibility, and work independently as well as being aware of, and part of a team environment.
  • This role requires skills needed in a typical office environment including computer skills, communications skills, as well as utilization of office equipment.
  • Must consent to remote monitoring of incoming customer telephone calls.

Full-time; Monday through Friday with availability between (7:00 am – 5:00 pm), and every 3rd Saturday morning (8:00 am – 12:00 pm) Average of 40 hours/week.
EQUAL OPPORTUNITY EMPLOYER

Job ID: 67870

Posted 11 days ago

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