Customer Care Representative I

Heartland Bank & Trust Co•Springfield, IL

35d•$17 - $21

About The Position

The Customer Care Representative I provides information and offers creative solutions to callers concerning the Bank's products and services. This position is a multi-functional, customer-oriented individual who relies on instructions and pre-established procedures to perform the functions of the job. This position provides prompt resolutions for customer's concerns via recorded telephone, e-mail, and chat line. The goal of this position is to retain and enhance existing customer relationships and to develop new ones. The Customer Care Representative I reports to the department manager.

Requirements

H.S. Diploma or GED and minimum 1 year retail, office, bank or other customer service experience preferred or equivalent combination of education and experience.

Nice To Haves

Spanish speaking/bilingual preference.

Responsibilities

Answer all inquiries about our products, services, policies, and procedures, including all deposit rates as well as promoting and referring bank products and services; promptly provide bank balances, transactions and other account related information to our customers; and quickly diffuse potential conflict and calmly respond to customer's distress to ensure customer satisfaction.
Demonstrate organizational and problem-solving skills - own the problem.
Become knowledgeable and keep updated about company products, services and information systems in order to resolve problems and promote customer relationships through service and cross sales.
Demonstrate excellent communication skills, interest in, and the ability to work with people in a professional manner.
Refer and recommend products and services that benefit customers; meet referral and sales goals.
Assist with other functions as necessary or requested to complete work accurately and on schedule; demonstrate continuous improvement by proactively offering creative solutions to a problem or concern.
Possess excellent verbal and written communication skills and be able to communicate well with a variety of people via phone, e-mail, and chat.
Demonstrate the ability to multi-task and shift full focus to a different task in an instant; must be flexible to meet the needs of the department.