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 customer calls, provides information about products and services, routes calls when needed, researches and resolves customer issues using computer systems, follows up on unresolved inquiries, and completes call logs and reports. Work follows standard operating policies and procedures, while requiring independent judgment and discretion. Questions or deviations from normal procedures are referred to a supervisor. The role assists customers with Level 1 and Level 2 support, processes ITM transactions, and supports banking operations such as Verification of Deposit forms, customer research, document review, and bank mailbox inquiries. It also involves explaining and selling bank products and services, cross-selling, and referring customers to other departments. The employee must comply with banking regulations, policies, and procedures and handle customer concerns professionally. The position requires a high school diploma or GED and at least two years of experience as a Teller, Customer Service Representative, or in similar work; formal training may substitute year for year. Prior call center or sales experience is a plus. A valid driver’s license is required. The job may require work before or after normal business hours and occasional overnight travel for training 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 on a year-for-year basis.
Valid driver’s license.
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 and present information effectively in response to questions.
Ability to perform basic arithmetic and compute rates, ratios, and percentages, and to draw and interpret bar graphs.
Ability to solve practical problems, work with limited standardization, and interpret written, oral, diagrammatic, or scheduled instructions.
Ability to operate office and bank equipment, including a personal computer, printer, 10-key calculator, telephone, fax machine, copier, document scanner, teleprompter, headset, check scanner, and security system.
Basic PC knowledge.
Ability to meet the stated physical demands, including occasionally lifting and/or moving up to 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, address them by name, and answer account inquiries.
Receive and place check orders, transfer funds at customer request, reset online banking passwords, approve temporary debit card limit increases, answer questions about bank products and services, and process stop payments.
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, endorsements, and available funds; count currency; check transactions for accuracy and completeness; issue receipts; monitor and balance the cash drawer; and reconcile differences.
Understand the Bank’s products and services and recommend options that fit customer needs.
Sell and cross-sell bank products and services by explaining features and benefits, answering questions, handling objections, and referring customers to other bank departments.
Make decisions about daily transactions, exercise discretionary authority, troubleshoot issues, resolve problems, and handle irate or unhappy customers professionally and diplomatically.
Comply with banking regulations, policies, and procedures.
Maintain professional expertise through job-related seminars, conferences, workshops, and involvement in professional, civic, and community groups in leadership positions.
Review technical bulletins and newsletters and distribute relevant information to employees.