Call Center Representative I

Isabella Bank Corporation; Mount Pleasant (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

Isabella Bank in Mount Pleasant, MI seeks a Call Center Representative to deliver professional customer service and sales support by phone, handling high volumes and guiding customers to banking solutions. You will resolve inquiries, educate customers, and promote suitable products.

During training you will be on-site at Isabella Bank's Operations Center; after training, there is potential to work hybrid two days per week. Strong communication and banking product knowledge are valued assets.

Qualifications

• High school diploma or GED required.
• Two years of customer service experience required.
• Minimum of one year of banking experience preferred.
• Basic knowledge of banking products and services including online and mobile banking.

Responsibilities

• Answer a high volume of incoming calls and digital requests, directing as needed.
• Research and resolve customer inquiries and disputes promptly.
• Build relationships and educate customers about banking products and services.
• Identify customer needs and refer products and services accordingly.
• Assist with disputes, transfers, deposits, loans, and online/mobile banking inquiries.
• Provide technical support for online and mobile banking and account openings.
• Perform duties professionally and efficiently.
• Complete special projects as needed.
• Other duties as assigned.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Multitasking

Microsoft Office

Education

High school diploma or GED

Two years of customer service experience

One year banking experience preferred

Tools

Microsoft Office

Job description

Location

Operations Center

2750 Three Leaves Dr

Mount Pleasant, MI 48858, USA

Description

Position Title

Call Center Representative

This role will require being available for on-site work within the Isabella Bank footprint with a potential to work hybrid 2 days of the week after the training period.

Reports To

Call Center Manager

General Purpose

Provide professional and courteous customer service and sales support to both internal and external customers calling into the Call Center at Isabella Bank. The goal is to educate, assist, and provide quick and efficient service while building strong relationships with customers over the phone, including referring to and recommending products and services to fit the customers’ needs.

Responsibilities

• Answer a high volume of incoming calls and digital requests to the bank with enthusiasm, transferring to other departments and employees when necessary.
• Research and resolve customer inquiries and disputes in a timely and professional manner.
• Able to build relationships and educate customers about the bank’s products and services.
• Look beyond the initial contact questions to gain in-depth and detailed understanding of each customer’s needs and refer bank products and services.
• Assist customers with disputes, transfers, deposits, loans, card and online/mobile banking inquiries as well as maintenances to accounts.
• Provide technical support to customers to assist with online banking, mobile banking and opening of accounts online.
• Perform duties in an efficient, professional and courteous manner.
• Perform special projects as needed.
• Other duties as assigned.

Education / Experience

• High school diploma or GED required.
• Two years of customer service experience required.
• Minimum of one year of banking experience preferred.
• Basic knowledge of banking products and services including online and mobile banking.

Skills

• Exceptional written and verbal communication skills.
• Demonstrated ability to deliver exceptional customer service experiences.
• Strong problem‑solving skills.
• Ability to effectively collaborate within and across teams and departments.
• Ability to effectively shift between tasks and communications.
• Strong computer skills including knowledge of Microsoft Office.
• Dependable, self‑motivated and strives to fulfill the Isabella Bank vision.
• Positive and enthusiastic attitude.

Isabella Bank is an AA/EEO employer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.