Customer Contact Center Representative 1

Hills Bank and Trust Company; Hills (IA); On-site; USD 36,000 - 48,000; Full time

Job summary

Hills Bank and Trust Company in Hills, Iowa seeks a Customer Support Associate to handle calls, emails, and chats, delivering superior service while promoting bank products.

You will maintain product knowledge, protect confidentiality, and support colleagues. A high school diploma is required, with 1–2 years' related experience preferred; remote monitoring may be involved.

Qualifications

• High school diploma required; associate degree or bachelor's preferred.
• Prefer 1-2 years' related experience.
• Ability to work independently and as part of a team.
• Proficient in basic computer skills and office equipment.

Responsibilities

• Handle customer calls and email inquiries with a quality service level.
• Maintain knowledge of bank products to recognize sales opportunities.
• Protect customer confidentiality and account security.
• Cover Operator role and assist coworkers as needed.
• Participate in training to maintain required skills.
• Perform other duties as assigned.

Skills

Customer focus

Communication

Professionalism

Adaptability

Learning agility

Problem solving

Sales

Team player

Education

High school diploma

AA or bachelor's preferred

Tools

Office software

Job description

Schedule:

Full-time; Monday through Friday with availability between (7:00 am – 6:00 pm), and a Saturday morning rotation from (8:00 am – 12:00 pm) Average 40 hours per week.

Location:

131 E Main St, Hills, Iowa 52235

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.

Other Duties:

• 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.

Competencies:

Customer Focus:

• Respond sensitively to the needs of the customer and take the appropriate action to meet their needs on a timely basis.

Communication:

• 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.

Professionalism:

• 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.

Adaptability:

• Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.

Learning Agility:

• Openly accept feedback, using this along with knowledge gained to improve performance. Seek out feedback if necessary. Apply feedback to daily work habits.

Problem Solving:

• Uses effective problem solving techniques to handle complaints and work with situations that need to be escalated.

Sales:

• Must understand the role of sales in a community bank environment. Must be able to address customer needs through appropriate sales and referrals.

Team Player:

• Must view oneself as part of an overall team. This includes supporting others throughout the entire bank to achieve the overall goals.

Education and Special Requirements:

• 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.

EQUAL OPPORTUNITY EMPLOYER/VETERANS/DISABILITY