Customer Contact Center Representative 1

Customer Contact Center Representative 1

Provide superior service to customers while working to meet their financial needs via channels such as telephone, email, and chat.

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.

Accountabilities:

• 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