Customer Care Representative I

Heartland Bank and Trust Company; Springfield (IL); On-site; USD 24,000 - 30,000; Full time

Job summary

Heartland Bank and Trust Company in Springfield, IL is seeking a Customer Care Representative I to provide information and solutions to callers about bank products and services. You will handle inquiries via phone, email, and chat, resolve issues promptly, and aim to retain and grow customer relationships through service and cross-selling.

The role emphasizes clear communication, problem-solving, and the ability to multi-task in a fast-paced, customer-focused environment.

Qualifications

• HS Diploma or GED and minimum 1 year retail, office, bank or other customer service experience preferred.

Responsibilities

• Answer inquiries about products, services, policies, and deposits; provide balances and account info; diffuse conflicts to ensure customer satisfaction.
• Demonstrate organizational and problem-solving skills - own the problem.
• Stay updated on company products and systems to resolve problems and promote customer relationships through service and cross sales.
• Refer and promote products and services that benefit customers; meet referral and sales goals.
• Demonstrate excellent verbal and written communication and the ability to work with a variety of people via phone, email, and chat.
• Demonstrate the ability to multi-task and shift focus to a different task quickly; be flexible to meet department needs.

Skills

Customer service

Communication skills

Problem solving

Cross selling

Education

HS Diploma or GED

Job description

Wage Range: Min: $17.08, Mid: $19.47, Max: $21.86

A Brief Overview

The Customer Care Representative I provides information and offers creative solutions to callers concerning the Bank's products and services. This position is a multi-functional, customer-oriented individual who relies on instructions and pre-established procedures to perform the functions of the job. This position provides prompt resolutions for customer's concerns via recorded telephone, e-mail, and chat line. The goal of this position is to retain and enhance existing customer relationships and to develop new ones. The Customer Care Representative I reports to the department manager.

What you will do

• Answer all inquiries about our products, services, policies, and procedures, including all deposit rates as well as promoting and referring bank products and services; promptly provide bank balances, transactions and other account related information to our customers; and quickly diffuse potential conflict and calmly respond to customer's distress to ensure customer satisfaction.
• Demonstrate organizational and problem-solving skills - own the problem.
• Become knowledgeable and keep updated about company products, services and information systems in order to resolve problems and promote customer relationships through service and cross sales.
• Demonstrate excellent communication skills, interest in, and the ability to work with people in a professional manner.
• Refer and recommend products and services that benefit customers; meet referral and sales goals.
• Assist with other functions as necessary or requested to complete work accurately and on schedule; demonstrate continuous improvement by proactively offering creative solutions to a problem or concern.
• Possess excellent verbal and written communication skills and be able to communicate well with a variety of people via phone, e-mail, and chat.
• Demonstrate the ability to multi-task and shift full focus to a different task in an instant; must be flexible to meet the needs of the department.

Other Qualifications/Requirements

• H.S. Diploma or GED and minimum 1 year retail, office, bank or other customer service experience preferred or equivalent combination of education and experience.

Who We Are

Heartland Bank and Trust Company is headquartered in Bloomington, Illinois. With 70+ locations throughout Illinois and Eastern Iowa, Heartland continues to grow and is committed to preserving strong ties to our communities, customers, employees, and shareholders.

Heartland Bank’s mission is to “create value for the customer, earn a profit for the Bank, and have fun doing it!” At Heartland, employees have the opportunity to make a difference every day.

What We Offer

At Heartland Bank, we offer a competitive benefits package to provide you with peace of mind. Click here to learn more about what benefits we have to offer.

Physical Demands

• Regularly: Sitting, Feeling/Touching, Talking, Hearing, Vision - close peripheral, depth
• Frequently: Standing, Walking, Grasping/Reaching - with arms and hands, Repetitive Motions
• Occasionally: Climbing and/or Balancing, Stooping, Kneeling, Crouching, and/or Crawling, Lifting (30 lbs.)

Equal Opportunities and Accommodations Statement

Heartland Bank is deeply committed to creating a workplace where inclusion is not only valued but prioritized. We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, disability, age, or any other non-merit based or legally protected grounds.

Salary Disclaimer

The salary range represents the range of possible compensation at the time of posting. Heartland Bank considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training, key skills, and internal equity.

The salary range minimum, midpoint, and maximum listed above represent a full range of career compensation growth over time in this position and pay grade. Starting pay typically starts between minimum and midpoint upon hire. The Bank offers compensation growth opportunities within its career architecture.