Customer Contact Center Representative 1

Hills Bank•Hills, IA

3d•Onsite

About The Position

This role provides superior service to customers by addressing their financial needs through various channels such as telephone, email, and chat. The representative will handle customer inquiries, provide information on accounts and transactions, process requests, and support bank services. A key aspect of the role is maintaining excellent knowledge of the bank's products and services to answer questions effectively and identify sales opportunities. The representative must also maintain the security of customer accounts and confidentiality of information, while adhering to established policies and procedures.

Requirements

High school diploma required.
Must be able to take initiative, accept responsibility, and work independently.
Must be aware of, and part of a team environment.
Skills needed in a typical office environment including computer skills, communications skills, as well as utilization of office equipment.
Must consent to remote monitoring of incoming customer telephone calls.

Nice To Haves

Associate's degree (AA) from a two-year college or technical school or bachelor's degree.
1 - 2 years' experience in a related position.

Responsibilities

Handle customer telephone calls and respond to secured and unsecured email inquiries.
Provide account balance and transactional information.
Process check and debit card orders.
Handle funds transfer, account closure, and other transaction requests.
Process wire transfer requests.
Support bank services including cards, mobile banking, and online banking.
Perform basic maintenance and account updates.
Process Xpress transfers.
Answer general product inquiries and address customer needs.
Maintain excellent knowledge of products and services offered by the bank.
Identify and correct problems/concerns following established policies and procedures.
Maintain security of customers' accounts and confidentiality of customer information.
Cover Operator role as needed.
Provide indirect customer support by assisting coworkers.
Participate in appropriate training to maintain required skills.
Perform other duties as assigned.