Customer Contact Center Representative 1

Hills Bank•Hills, IA

10d

About The Position

Provide superior service to customers and help meet their financial needs through telephone, email, and chat. Respond to customer inquiries and requests, maintain strong knowledge of the bank’s products and services, identify and address problems in accordance with established policies and procedures, and protect account security and customer confidentiality. The position also covers the Operator role as needed, assists coworkers with customer-support inquiries, participates in training, and performs other assigned duties. The role is full-time, averaging 40 hours per week. The schedule is Monday through Friday with availability between 7:00 a.m. and 6:00 p.m., plus a Saturday morning rotation from 8:00 a.m. to 12:00 p.m. Work requires skills used in a typical office environment, including computer and communication skills and use of office equipment. The employee must consent to remote monitoring of incoming customer telephone calls.

Requirements

High school diploma required.
Must be able to take initiative, accept responsibility, and work independently while also participating in a team environment.
Must have computer skills, communication skills, and the ability to use office equipment typical of an office environment.
Must consent to remote monitoring of incoming customer telephone calls.
Ability to express thoughts effectively verbally and in writing, actively listen, and defuse stressed or angry customers while maintaining professionalism.
Ability to adjust quickly to different work situations and remain composed under pressure.
Ability to accept and apply feedback to improve performance.
Ability to use effective problem-solving techniques to handle complaints and determine when situations need to be escalated.
Must understand the role of sales in a community bank environment and address customer needs through appropriate sales and referrals.

Nice To Haves

Associate’s degree (AA) from a two-year college or technical school, or a bachelor’s degree.
One to two years of experience in a related position.

Responsibilities

Handle customer telephone calls and respond to secured and unsecured email inquiries directed to Hills Bank at a quality level that meets or exceeds customer expectations.
Respond to inquiries and requests concerning account balances and transactions, check and debit card orders, funds transfers, account closures and other transactions, wire transfers, bank services, basic account maintenance and updates, Xpress transfers, and general products and needs.
Maintain excellent knowledge of bank products and services to answer questions effectively and recognize sales opportunities.
Identify and correct problems or concerns as necessary while following established policies and procedures.
Maintain the security of customer accounts and confidentiality of customer information.
Cover the Operator role as needed.
Provide indirect customer support by assisting coworkers with inquiries and requests for assistance.
Participate in appropriate training to maintain required skills.
Perform other duties as assigned.
Address customer needs through appropriate sales and referrals.
Work productively with colleagues and support others throughout the bank in pursuit of overall goals.