CSR III - CALL CENTER/ ITM

Hawthorn Bank•Kansas City, MO

About The Position

This position provides customer service in the Bank’s Call Center and through Interactive Teller Machines (ITMs). The employee responds to calls, provides information about products and services, transfers calls to appropriate staff, researches and resolves customer issues using computer systems, follows up on unresolved inquiries, and completes call logs and reports. The role operates within standard policies and procedures while requiring independent judgment and discretion; deviations or questions are referred to a supervisor. The position also handles customer service and banking transactions, promotes and refers bank products and services, and ensures compliance with banking regulations, policies, and procedures. It has regular contact with customers and their representatives, accountants, and attorneys, as well as moderate contact with people at other financial institutions. The work environment is usually moderately noisy. The position may require work before or after normal business hours and occasional overnight travel for training or professional events.

Requirements

High school graduation or GED certification.
At least two years of work experience as a Teller, Customer Service Representative, or in similar work; formal training may substitute year-for-year for the required experience.
Ability to read, analyze, and interpret business and professional materials, technical procedures, and governmental regulations.
Ability to write reports, business correspondence, and procedure manuals, and to present information and respond to questions effectively.
Ability to perform basic arithmetic, calculate rates, ratios, and percentages, and interpret bar graphs.
Ability to solve practical problems, work with concrete variables where standardization is limited, and interpret written, oral, diagrammatic, or schedule-based instructions.
Ability to operate office and bank equipment, including a personal computer and printer, 10-key calculator, telephone, fax machine, copier, document scanner, teleprompter, headset, check scanner, and security system.
Basic PC knowledge.
Valid driver’s license.
Ability to work before or after normal business hours and occasionally travel overnight for training seminars, conferences, or workshops.
Ability to meet the physical demands of the position, including occasionally lifting and/or moving 25–50 pounds.

Nice To Haves

Prior call center experience.
Prior sales experience.

Responsibilities

Assist customers with Level 1 and Level 2 support calls, identify customers, answer account inquiries, and provide customer service.
Receive and place check orders, transfer funds, reset online banking passwords, approve temporary debit card limit increases, process stop payments, and answer questions about bank products and services.
Transfer customer calls to appropriate staff, research and resolve customer issues, follow up on inquiries, and complete call logs and reports.
Process Verification of Deposit forms, conduct customer research, review scanned documents, and help monitor and respond to inquiries through the bank mailbox.
Process transactions through Interactive Teller Machines, verify customer identity and documents, verify endorsements and available funds, count currency, check transaction accuracy and completeness, issue receipts, monitor and balance the cash drawer, and reconcile differences.
Understand bank products and services, identify products suited to customers’ needs, explain features and benefits, handle sales objections, cross-sell, and refer customers to other bank departments.
Make decisions about daily transactions, exercise discretionary authority, troubleshoot and resolve problems, and professionally handle irate or unhappy customers.
Comply with banking regulations, policies, and procedures.
Maintain professional knowledge through job-related seminars, conferences, workshops, and involvement in professional, civic, and community groups.
Review technical bulletins and newsletters and distribute relevant information to employees.