Customer Service Representative - Call Center

Deerwood Bank; Mendota Heights (MN); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Health Savings Account

Flexible Spending Account

Vision insurance

Life insurance

Short-term disability insurance

Long-term disability insurance

401(k) with company match

Paid holidays

PTO

Job summary

Deerwood Bank is seeking a full-time Customer Service Representative – Call Center in Mendota Heights, MN. The role handles inquiries across digital channels, processes transactions, and supports balance and transfer requests. Hours are Monday–Friday 7:30am-6:00pm with Saturday on rotation.

Starting pay is $20.50–$23.00 per hour. Ideal candidates have 3+ years banking customer service experience, strong analytical and communication skills, and a solid knowledge of bank operations.

Qualifications

• Requires high school diploma or equivalent plus 3+ years banking customer service or related experience.
• Experience at Deerwood Bank preferred.
• Excellent knowledge of bank operations and account transaction flow.

Responsibilities

• Respond to customer inquiries and perform requested actions on accounts.
• Defuse calls and communicate effectively to resolve issues for customers.
• Understand bank products and services to identify customer needs.
• Verify customers and protect confidentiality according to guidelines.
• Explain banking rules and regulations affecting accounts.
• Process stop payments, address changes, debit card orders and maintenance.
• Review mobile deposits and approve exceptions when needed.
• Handle online/mobile banking queries and password resets.

Skills

Excellent communication

Analytical skills

Problem solving

Attention to detail

Strong interpersonal skills

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative - Call Center

Full Time Clerical Mendota Heights, MN, US

2 days ago Requisition ID: 1053

Salary Range: $20.50 To $23.00 Hourly

Customer Service Representative – Call Center

Deerwood Bank is hiring a full-time Customer Service Representative – Call Center (36+ hours per week) to work at our Mendota Heights location. This position delivers professional and efficient customer service to Deerwood Bank customers and employees via digital channels (phone/electronic communications). Also provides customer service functions for all areas of the bank to assist with account concerns and inquiries, product troubleshooting assistance and complete balance and transfer requests.

Hours: Monday–Friday 7:30am-6:00pm shift rotation; Saturday 8:30am-12:00pm on rotation

Starting Pay Rate: $20.50- $23.00/hour

Functions, Duties and Responsibilities:

• Responsible for responding to customer inquiries and performing requested actions regarding their accounts.
• Manage and defuse calls received from customers to effectively communicate with them in order to identify and resolve problems in the best interest of Deerwood Bank and the customer.
• Be familiar with and understand all bank products and services to identify customers’ needs.
• Determine the risk or urgency of customer calls and to whom the call should be escalated.
• Ensure specific guidelines are followed to properly verify customers and protect customer confidentiality.
• Understand and be able to explain banking rules and regulations that affect customer accounts.
• Process requests for 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 of customer disputes (ACH, check and debit card), complete dispute forms and communicate dispute forms/information to appropriate branch locations for customer signatures.
• Handle customer questions regarding online/mobile banking including assisting with access issues, passwords resets, bill pay, mobile deposit and all related features.
• Review and complete online account applications, openings, denials, 2 nd verifications and related communication with customers.
• Other responsibilities may include responding to customer emails, handling returned mail, document scanning and other projects as assigned.

Knowledge, Skills and Abilities Necessary:

• Excellent knowledge of bank operations and account transaction flow, system capabilities, controls and data and item processing.
• Must possess strong analytical skills and the ability to decipher complex problems in order to recognize and resolve errors.
• Strong knowledge of all bank products, services and policies.
• Must be alert to fraudulent activity, dishonesty, questionable behavior or improper handling of accounts and report to appropriate Bank personnel.
• Effectively operate all office equipment required to support this position. To include but not limited to personal computer, strong keyboarding skills, fax, scanner/copier, printer, phone system, all applications, spreadsheets, database and presentation software necessary.
• Strong interpersonal skills, attention to detail, positive attitude and pleasant personality.
• Excellent oral and written communication skills.
• Display independent judgement.
• Demonstrate excellent organization, prioritize workflow, adaptability and flexibility.
• Ability to work in a fast-paced environment, be a quick thinker and learner while maintaining a high degree of accuracy.

Training and Experience:

• Requires high school diploma or equivalent plus 3+ years banking customer service or related experience.
• Prior or current internal work experience at Deerwood Bank preferred.

Benefits are available to employees working 30 or more hours per week on the first of the month following date of hire.

• Medical insurance, including virtual telemedicine and mental health counseling
• Health Savings Account
• Flexible Spending Account (health, limited purpose health, and dependent care)
• Vision insurance
• Life insurance (basic and voluntary)
• Short-term disability insurance
• Long-term disability insurance
• Adoption Assistance Program
• Employee Assistance Program
• PTO
• Paid holidays
• 401(k) with company match (eligible on the first of the month following 2 months of employment)
• Financial wellness education
• Free or reduced fees for banking products and services