Customer Service Representative – Call Center

Jobtailor; Bemidji (MN); On-site; USD 36,000 - 48,000; Full time

Job summary

Deerwood Bank is seeking an experienced Customer Service Specialist to support customers and employees by phone and electronic channels. You will respond to inquiries, process account actions, and help resolve issues while upholding confidentiality and bank policies.

Join a fast-paced environment that values accuracy, analytical thinking, and excellent communication. Prior banking experience and knowledge of products, services, and security procedures are essential for success.

Qualifications

• High school diploma or equivalent.
• 3+ years banking customer service or related experience.
• Excellent knowledge of bank operations and account transaction flow, system capabilities, controls and data and item processing.
• Strong analytical skills and ability to decipher complex problems to recognize and resolve errors.
• Strong knowledge of all bank products, services and policies.
• Alertness to fraudulent activity, dishonesty, questionable behavior or improper handling of accounts, with reporting to appropriate Bank personnel.
• Ability to operate office equipment, including PC, fax, scanner/copier, printer and phone system.
• Strong keyboarding skills.
• Proficiency with applications, spreadsheets, database and presentation software necessary to support the position.
• Strong interpersonal skills, attention to detail, positive attitude and pleasant personality.

Responsibilities

• Deliver professional and efficient customer service to Deerwood Bank customers and employees via phone and electronic communications.
• Respond to customer inquiries and perform requested account actions.
• Manage and defuse customer calls to identify and resolve problems in the best interest of Deerwood Bank and the customer.
• Explain bank products, services, rules and regulations affecting customer accounts.
• Determine the risk or urgency of calls and escalated them appropriately.
• Verify customers according to guidelines and protect customer confidentiality.
• Process stop payments, address/phone/email changes, debit card orders and maintenance, research requests and check orders.
• Review mobile deposits and handle or obtain approval for mobile deposit exceptions.
• Intake ACH, check and debit card disputes, complete dispute forms and communicate information to branch locations for customer signatures.
• Assist with online/mobile banking access issues, password resets, bill pay, mobile deposit and related features.
• Review and complete online account applications, openings, denials, second verifications and related customer communications.
• Respond to customer emails, handle returned mail, scan documents and complete other assigned projects.

Skills

Strong analytical skills

Excellent oral and written comms

Attention to detail

Independent judgment

Fast-paced work style

Problem solving

Customer service mindset

Strong interpersonal skills

Adaptability

Workflow prioritization

Education

High school diploma or equivalent

Tools

Personal Computer

Fax Machine

Scanner/Copier

Printer

Phone System

Job description

Responsibilities

• Deliver professional and efficient customer service to Deerwood Bank customers and employees via phone and electronic communications
• Respond to customer inquiries and perform requested account actions
• Manage and defuse customer calls to identify and resolve problems in the best interest of Deerwood Bank and the customer
• Explain bank products, services, rules and regulations affecting customer accounts
• Determine the risk or urgency of calls and escalated them appropriately
• Verify customers according to guidelines and protect customer confidentiality
• Process stop payments, address/phone/email changes, debit card orders and maintenance, research requests and check orders
• Review mobile deposits and handle or obtain approval for mobile deposit exceptions
• Intake ACH, check and debit card disputes, complete dispute forms and communicate information to branch locations for customer signatures
• Assist with online/mobile banking access issues, password resets, bill pay, mobile deposit and related features
• Review and complete online account applications, openings, denials, second verifications and related customer communications
• Respond to customer emails, handle returned mail, scan documents and complete other assigned projects

Requirements

• High school diploma or equivalent
• 3+ years banking customer service or related experience
• Excellent knowledge of bank operations and account transaction flow, system capabilities, controls and data and item processing
• Strong analytical skills and ability to decipher complex problems to recognize and resolve errors
• Strong knowledge of all bank products, services and policies
• Alertness to fraudulent activity, dishonesty, questionable behavior or improper handling of accounts, with reporting to appropriate Bank personnel
• Ability to operate office equipment, including personal computer, fax, scanner/copier, printer and phone system
• Strong keyboarding skills
• Proficiency with applications, spreadsheets, database and presentation software necessary to support the position
• Strong interpersonal skills, attention to detail, positive attitude and pleasant personality
• Excellent oral and written communication skills
• Independent judgment
• Excellent organization, workflow prioritization, adaptability and flexibility
• Ability to work in a fast-paced environment, be a quick thinker and learner, and maintain a high degree of accuracy
• Prior or current internal work experience at Deerwood Bank preferred
• Ability to work Monday–Friday 7:30am–6:00pm on shift rotation and Saturday 8:30am–12:00pm on rotation

Core Competencies

Demonstrates expertise in banking customer service, with a strong understanding of bank operations, account transaction flow, and the ability to resolve complex customer inquiries efficiently. Proficient in managing customer communications and maintaining confidentiality while ensuring compliance with bank policies.

Highest-signal resume keywords

• 3+ Years Banking Customer Service Experience
• Excellent Knowledge Of Bank Operations
• Strong Analytical Skills
• Proficiency With Applications And Spreadsheets
• Excellent Oral And Written Communication Skills

ATS Optimization Keywords

Hard Skills

• Bank Operations Knowledge
• Account Transaction Flow
• Fraud Detection
• Keyboarding Skills
• Data Processing
• Mobile Banking Support
• ACH Dispute Management
• Account Verification
• Stop Payment Processing
• Online Account Management

Soft Skills

• Strong Interpersonal Skills
• Attention To Detail
• Positive Attitude
• Adaptability
• Workflow Prioritization

Industry Keywords

• Customer Service
• Bank Products
• Bank Policies
• Confidentiality
• Customer Inquiries

Tools & Technologies

• Personal Computer
• Fax Machine
• Scanner/Copier
• Printer
• Phone System