Customer Contact Center Representative 1

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