Customer Contact Center Representative 1

Hills Bank and Trust Company; Middletown (KY); On-site; USD 35,000 - 45,000; Full time

Job summary

A regional bank in Middletown, Kentucky, is hiring for a full-time customer support position. The successful candidate will provide superior service to customers via phone, email, and chat, and must handle various customer inquiries effectively. A high school diploma is required, with an associate's degree preferred. Experience in customer service is beneficial. The role includes a Monday to Friday schedule with occasional Saturday mornings. This position emphasizes strong communication and problem-solving skills, as well as teamwork.

Qualifications

• High school diploma required, associate's degree preferred.
• 1-2 years' experience in a related position preferred.
• Computer skills and effective communication required.

Responsibilities

• Handle customer calls and email inquiries with high quality.
• Maintain product knowledge to effectively assist customers.
• Identify and correct problems while maintaining confidentiality.

Skills

Customer focus

Effective communication

Problem solving

Sales understanding

Team player

Education

High school diploma

Associate's degree (preferred)

Bachelor's degree (preferred)

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.

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