CSR III - CALL CENTER/ITM

Hawthorn Bank • Belton, MO

2d

About The Position

This position is responsible for providing customer service in the Bank’s Call Center and through the Interactive Teller Machines (ITM). This position will respond to phone calls received to the Call Center: provide customers with product and service information, transfer customer calls to appropriate staff when necessary, identify, research, and resolve customer issues using the computer system, follow up on customer inquiries not immediately resolved, and complete call logs and reports. Duties also include making decisions. Work is performed within the framework of standard operating policies and procedures; however, independent judgment and discretion is required in performing assigned tasks. Deviations from normal procedures and/or questions are referred to the supervisor.

Requirements

• Graduation from high school or possess a GED certification.
• Possess a minimum of at least two years of work experience as a Teller, Customer Service Representative, or similar work experience. Formal training may be substituted on a year-for-year basis for the required work experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Operate office and bank equipment (e.g., personal computer and printer, 10-key calculator, typewriter, telephone, fax machine, copier, document scanner, teleprompter, headset, check scanner, security system, etc.). Basic PC knowledge.
• Valid driver's license.

Nice To Haves

• Prior call center and/or sales experience a plus.

Responsibilities

• Serve as a call center customer service representative by assisting customers with Level 1 and Level 2 support calls: properly identify customer and address by name; answer customer account inquiries; receive and place checks orders; transfer funds per customer request; reset online banking passwords; approve temporary debit card limit increases; answer customer questions on bank products and services; process stop payment. Duties also include processing Verification of Deposit forms; performing customer research, document scan review, and assist with monitoring and responding to inquiries through the bank mailbox.
• Process transactions via Interactive Teller Machine; verify customer identity and documents produced; verify endorsement(s) and funds available; count currency; check transaction for accuracy and completeness; issue receipts; monitor and balance cash drawer; reconcile differences.
• Responsible to know and understand the Bank’s products and services to best fit the customer’s needs; Sell bank products and services by highlighting features and benefits; answer questions and handle objections during the sales process; cross sell and make customer referrals to other bank departments.
• Make decisions about a variety of daily transactions and exercise discretionary authority; resolve problems and provide troubleshooting; professionally and diplomatically deal with irate or unhappy customers.
• Comply with all banking regulations, policies and procedures.
• Maintain education and professional expertise through attendance at job related seminars, conferences, and workshops and involvement in professional, civic, and community groups in leadership positions.
• Reviews technical bulletins, newsletters, etc.; distributes information to employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED