Customer Contact Center Representative
Job title: Customer Contact Center Representative in Iowa at Hills Bank
Company: Hills Bank
Job description: SCOPE:Provide superior service to customers while working to meet their financial needs via channels such as telephone, email, and chat.ACCOUNTABILITIES:Customer Support:
- Handle customer telephone calls and respond to secured and unsecured email inquiries directed to Hills Bank at a quality level that meets or exceeds customers' expectations. Customer inquiries and requests may include, but are not limited to:
- Account balance and transactional information
- Check and debit card orders
- Funds transfer, account closure, and other transaction requests
- Wire transfer requests
- Support of bank services (cards, mobile banking, online banking, etc.)
- Basic maintenance and account updates
- Xpress transfers
- General product inquiries and needs
- Maintain excellent knowledge of products and services offered by the bank in order to answer questions effectively and recognize sales opportunities.
- Identify and correct problems/concerns as necessary while 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 with inquiries and requests for assistance.
- Participate in appropriate training in order to maintain required skills.
- Perform other duties as assigned.
- Respond sensitively to the needs of the customer and take the appropriate action to meet their needs on a timely basis.
- Effectively express thoughts verbally and in written form; actively listen to others. Able to defuse stressed or angry customers and maintain professionalism in all interactions.
- Project a positive image of the bank to all internal and external customers. Maintain positive relationships and work productively with many varied groups of individuals. Serve as a role model for other employees.
- Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.
- Openly accept feedback, using this along with knowledge gained to improve performance. Seek out feedback if necessary. Apply feedback to daily work habits.
- Uses effective problem solving techniques to handle complaints and work with situations that need to be escalated.
- Must understand the role of sales in a community bank environment. Must be able to address customer needs through appropriate sales and referrals.
- Must view oneself as part of an overall team. This includes supporting others throughout the entire bank to achieve the overall goals.
- High school diploma required. Prefer an associate's degree (AA) from a two-year college or technical school or bachelor's degree.
- Prefer 1 - 2 years' experience in a related position.
- Must be able to take initiative, accept responsibility, and work independently as well as being aware of, and part of a team environment.
- This role requires 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.