Customer Care Representative

Hy-Vee, Inc. • Chariton, IA

5d • Onsite

About The Position

Provides Midwest Heritage customers an exceptional customer service experience through telephone, online chat, video and email interactions. This position responds to banking customer inquiries, markets additional services, redirects incoming communications to the applicable department, proactively contacts customers as applicable and performs requested customer service maintenance for assigned online channels. This position is also responsible for teller and personal banking functions. The Customer Care Center has extended hours from 7:00 AM to 7:00 PM Monday through Friday, 8:00 AM to 5:00 PM on Saturday’s and 9:00 AM to 3:00 PM on Sunday’s. Customer Care Representatives will be expected to work the various shifts on a rotating basis.

Requirements

• High school diploma or equivalent.
• One plus year(s) of customer service, banking or related experience.
• Commitment to the Midwest Heritage mission and willingness to promote the values of the organization.
• Excellent organizational and time management skills.
• Strong customer service and interpersonal skills; ability to relate to and interact with people in a positive, friendly and professional manner.
• General computer proficiency (Experience with Microsoft Office programs such as Word, Excel, and Outlook preferred)
• Strong written and verbal communication skills.
• Basic problem-solving skills.
• Basic proficiency with information systems.

Nice To Haves

• Experience with Microsoft Office programs such as Word, Excel, and Outlook

Responsibilities

• Provides first-class service by communicating with customers by telephone, chat, email, or other channels to respond to inquiries and service requests, resolve issues, and provide information about Midwest Heritage services.
• Process service maintenance requests for the online banking channels, including, but not limited to, Consumer online banking and mobile, Business eBanking and mobile, Gro, ACH, remote deposit and Health Savings Accounts (HSA).
• Monitor banking systems and reports to identify incomplete or erroneous items.
• Contact internal departments, vendors, or customers to verify information and take necessary steps to correct or complete transactions.
• Based on customers’ existing services and needs, promote additional Midwest Heritage banking, financial and insurance services.
• Track issues and statistics to assist management in analyzing activities, challenges, and opportunities.
• Provide back up for other members of the team.
• Ability to resolve escalated and complicated customer issues.
• Able to take on leadership for additional tasks and responsibilities as requested by your supervisor.
• Fraud expert; ability to uncover and help prevent customer fraud when reviewing remote deposits, Gro accounts and during customer interactions.
• Increase account relationships of existing bank customers and attract new customers by introducing them to new products and services, tracking results in Salesforce.
• Successfully achieves all sales goals on a continuous basis.
• Proactively contacting Gro customers to build and develop their Midwest Heritage relationships.
• Maintains knowledge, skills, and abilities in regard to Midwest Heritage products and services by participating in on-going training and staying aware of internal communications.
• Assists the Operations Supervisor in clerical support including filing, ordering supplies, maintain office records, and preparation of reports.
• Successfully achieves all operations goals on a continuous basis.
• Expertise in all areas, provide leadership and guidance to teammates.
• Ensures that customers are satisfied with the products and services that they obtain.
• Proactively and professionally communicates with customers regarding their financial needs.

Benefits

• friendliness and direct customer care of a community bank while also enjoying the many benefits of a larger organization, Hy-Vee.
• Hy-Vee is one of the largest employee-owned companies in the United States.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED