Onsite Full-Time Banking Call Center Specialist

FailSafe Communications; Burlington (WA); On-site; USD 28,000 - 34,000; Full time

Job summary

Heritage Bank is seeking a Customer Support Specialist (Banking Call Center) in Burlington, WA. You will greet customers warmly, handle a full range of inquiries, and guide customers to appropriate solutions while maintaining product knowledge.

The role is full-time, on-site, with a schedule that includes some Saturdays. Salary is tiered by Level I/II/Senior, based on experience and qualifications, and requires excellent communication and confidentiality handling.

Qualifications

• High School Diploma or equivalent required.
• 6 months to 1 year in retail banking or bank operations for Level I.
• 2+ years in retail banking or call center for Level II.
• 3+ years call center experience for Senior.
• Strong customer service and problem-solving skills.
• Proficiency with MS Office and banking software preferred.

Responsibilities

• Provide exceptional service to internal and external customers per Service Standards.
• Build and maintain relationships with customers.
• Handle inbound calls and document notes; escalate as needed.
• Resolve online service requests through research and routing.
• Maintain knowledge of bank products and services to inform customers.

Skills

Active listening

Verbal communication

Written communication

Telephone etiquette

Customer service

Problem solving

Cross-sell knowledge

MS Office familiarity

Education

High School Diploma or equivalent

Banking knowledge/experience

Tools

MS Office

Telephony systems

Contact center applications

Job description

Heritage Bank is seeking a Customer Support Specialist (Banking Call Center) in Burlington, WA. You will greet customers warmly, handle a full range of inquiries, and guide customers to appropriate solutions while maintaining product knowledge.

The role is full-time, on-site, with a schedule that includes some Saturdays. Salary is tiered by Level I/II/Senior, based on experience and qualifications, and requires excellent communication and confidentiality handling.