Customer Contact Center Representative 1

Hills Bank • Hills, IA

9d

About The Position

The Customer Contact Center Representative 1 provides customer service and supports customers’ financial needs through telephone, email, and chat. The role responds to customer inquiries and requests, maintains knowledge of bank products and services, identifies sales and referral opportunities, and resolves concerns in accordance with established policies and procedures. It also requires safeguarding account security and confidential customer information.

The representative may cover the Operator role, assist coworkers, complete training, and perform other assigned duties. The position averages 40 hours per week, Monday through Friday with availability between 7:00 a.m. and 6:00 p.m., plus a rotating Saturday morning shift from 8:00 a.m. to 12:00 p.m.

Requirements

• High school diploma.
• Skills needed in a typical office environment, including computer and communication skills and the ability to use office equipment.
• Must consent to remote monitoring of incoming customer telephone calls.
• Ability to take initiative, accept responsibility, and work independently while contributing to a team.
• Ability to communicate effectively verbally and in writing, listen actively, and handle stressed or angry customers professionally.
• Ability to respond sensitively and promptly to customer needs.
• Ability to adjust to different work situations and remain composed under pressure.
• Ability to accept and apply feedback to improve performance.
• Effective problem-solving skills, including handling complaints and escalating situations when needed.
• Understanding of sales in a community bank environment and ability to address customer needs through appropriate sales and referrals.
• Ability to work productively with varied groups and support the overall goals of the bank.

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 at a quality level that meets or exceeds customer expectations.
• Assist with customer inquiries and requests, including account balances and transactions, check and debit card orders, funds transfers, account closures, wire transfers, bank services, basic account maintenance, Xpress transfers, and general product questions.
• Maintain excellent knowledge of the bank’s products and services to answer questions effectively and recognize sales opportunities.
• Identify and address customer problems and concerns while following established policies and procedures.
• Maintain the security of customer accounts and the confidentiality of customer information.
• Cover the Operator role as needed.
• Provide indirect customer support by assisting coworkers with inquiries and requests.
• Participate in appropriate training to maintain required skills.
• Perform other duties as assigned.

What This Job Offers

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