CSR III - CALL CENTER

Hawthorn Bank

4d•Remote

About The Position

This position provides customer service in the Bank’s Call Center. The representative handles incoming calls, provides product and service information, routes calls when needed, researches and resolves customer issues using computer systems, follows up on unresolved inquiries, and completes call logs and reports. The role involves making decisions within standard operating policies and procedures while using independent judgment and discretion; unusual situations or questions are referred to a supervisor. The representative provides Level 1 and Level 2 support, including account assistance, check orders, fund transfers, online banking password resets, temporary debit card limit increases, stop payments, and responses to questions about bank products and services. Additional work includes processing Verification of Deposit forms, researching customer matters, reviewing scanned documents, and monitoring and responding to inquiries through the bank mailbox. The position also requires knowledge of bank products and services to identify customer needs, explain features and benefits, sell and cross-sell products, handle sales objections, and refer customers to other departments. The representative exercises discretion in daily transactions, troubleshoots problems, and responds professionally and diplomatically to irate or unhappy customers. The role requires compliance with banking regulations, policies, and procedures. There are no supervisory responsibilities. The position has constant contact with bank customers and their representatives, accountants, and attorneys, and moderate contact with people at other financial institutions. Work is performed in a usually moderate-noise environment. The position requires rotating shifts from 10 a.m.–7 p.m. to 12 p.m.–9 p.m., the ability to work before or after normal business hours, and may involve occasional overnight travel for training seminars, conferences, or workshops. Remote work is available within the Bank’s current markets.

Requirements

High school graduation or GED certification.
At least two years of 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 arithmetic calculations involving whole numbers, fractions, decimals, rates, ratios, and percentages, and to interpret bar graphs.
Ability to solve practical problems in situations with limited standardization and interpret written, oral, diagrammed, or scheduled instructions.
Basic PC knowledge and ability to operate office and bank equipment.
Valid driver’s license.
Ability to work before or after normal business hours.
Ability to meet the stated physical demands, including occasional lifting or moving of up to 25–50 pounds.

Nice To Haves

Prior call center experience.
Prior sales experience.

Responsibilities

Handle customer calls and provide Level 1 and Level 2 support.
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; and process stop payments.
Answer customer questions about bank products and services.
Process Verification of Deposit forms, conduct customer research, review scanned documents, and monitor and respond to inquiries through the bank mailbox.
Explain bank product and service features and benefits, sell and cross-sell offerings, handle sales objections, and refer customers to other bank departments.
Make decisions about daily transactions, exercise discretionary authority, troubleshoot and resolve problems, and handle irate or unhappy customers professionally and diplomatically.
Transfer calls to appropriate staff when necessary, follow up on unresolved inquiries, and complete call logs and reports.
Comply with banking regulations, policies, and procedures.
Maintain professional expertise through job-related seminars, conferences, workshops, professional or community involvement, and review of technical bulletins and newsletters; distribute information to employees.
Operate office and bank equipment, including computers, printers, calculators, telephones, fax machines, copiers, document scanners, headsets, check scanners, and security systems.