Customer Care Representative I

Heartland Bank and Trust Company•Springfield, MO

About The Position

The Customer Care Representative I provides information and creative solutions to callers about the Bank’s products and services. This is a multifunctional, customer-oriented role that follows instructions and established procedures. The representative resolves customer concerns promptly through recorded telephone, email, and chat interactions, with the goal of retaining and enhancing existing customer relationships and developing new ones. The position reports to the department manager. The role requires knowledge of the Bank’s products, services, policies, procedures, and information systems to address inquiries, provide account information, promote appropriate services, and support customer satisfaction. The representative also contributes to referral and sales goals, helps complete work accurately and on schedule, and proactively suggests solutions and improvements.

Requirements

High school diploma or GED, with at least one year of retail, office, bank, or other customer service experience preferred; an equivalent combination of education and experience is also acceptable.
Excellent verbal and written communication skills, including the ability to communicate through phone, email, and chat.
Ability to work professionally with people.
Organizational and problem-solving skills.
Ability to multitask and shift focus quickly, with flexibility to meet departmental needs.

Nice To Haves

Spanish-speaking or bilingual ability is preferred.

Responsibilities

Answer inquiries about Bank products, services, policies, procedures, and deposit rates; promote and refer Bank products and services.
Provide customers with account balances, transaction details, and other account-related information promptly.
Calmly address customer distress and de-escalate potential conflicts to support customer satisfaction.
Use organizational and problem-solving skills to take ownership of customer concerns and resolve problems.
Keep current on the Bank’s products, services, and information systems to resolve issues and support customer relationships through service and cross-selling.
Refer and recommend products and services that benefit customers, and meet referral and sales goals.
Assist with other functions as necessary or requested to complete work accurately and on schedule.
Offer creative solutions and demonstrate continuous improvement.
Communicate with a variety of people professionally through phone, email, and chat.
Multitask and shift focus quickly, while remaining flexible to meet departmental needs.