Call Center Representative

Call Center Representative

Stillman Bank is a local, community bank founded in 1882. Started in Stillman Valley, IL, we have grown to 6 locations throughout Ogle and Winnebago counties. Our passion is to remain a locally-owned, independent community bank that strengthens the places we call home, one relationship at a time.

The Call Center Representative promotes a positive banking experience for telephone customers by resolving their concerns and providing assistance, guidance and information concerning their accounts, as well as other available banking products and services.

You will:

1. Establish a positive banking experience for customers by responding to calls or chats in a quick, courteous and friendly manner.
2. Listen attentively to customer questions, problems or concerns, asking appropriate questions for clarification in order to achieve a clear understanding of the issue. Provide answers and responds appropriately in a patient, thoughtful manner.
3. Maintain a working knowledge of bank operations, products, services and policies, including electronic-based applications, and communicate information to customers in clear and simple terms.
4. Communicate accurate customer information and issues to subsequent bank employees when transferring a customer call, thereby eliminating the need for customers to repeat their circumstances multiple times.
5. Resolve customer complaints by investigating and researching complicated issues and responding back to the customer the same day.
6. Keep supervisor informed of significant issues and documents such on the Quality Control Report.
7. Demonstrate sound judgment and exercise discretion while resolving issues and problems.
8. Seek opportunities to promote and sell additional banking products and services to telephone customers.
9. Call new account customers after a reasonable amount of time has passed since their initial visit, to follow-up on their satisfaction with their banking experience, and to identify any service issues that may exist. Refer service deficiencies to other appropriate staff for resolution and document issues on the Quality Control Report.
10. Review and verify the accuracy of data maintenance related to deposit and individual retirement accounts.
11. Enter and retrieve customer data using applicable software.
12. Prepare reports and correspondence as needed.
13. Support the overall objectives of the bank.
14. Perform other duties or functions as assigned.

This is an on-site position working 40 hours per week, depending on coverage needs. Ability to work a Saturday morning rotation is required.

Work is done in a typical office environment with moderate noise levels and temperatures. Requires the ability to operate a multi-line telephone using a headset, as well as all types of typical electronic office equipment such as computers, copiers, fax machines and scanners. Primarily a sedentary position, but requires occasional standing, walking, lifting, carrying, bending, kneeling, stretching, stooping and manual dexterity using hands and fingers (for computer keyboard operation). Requires ability for extensive reading and viewing of paper documents and computer screens.

Requirements

• 18 years of age or older
• Two or more years of appropriate experience in customer service, banking industry preferred.
• Previous experience in an inbound call center environment is desirable.
• Skilled in the use of computer data entry and retrieval systems, as well as Microsoft Office applications.
• Effective verbal and listening skills required.
• Friendly, patient, courteous and professional demeanor when speaking with a customer or the public is essential.
• Able to recognize issues of significance and prioritize work.

About Compensation and Benefits:

• This is an hourly, non-exempt position with an expected pay range of $17.00 - $21.00. This is a best estimate of the pay range, but the hourly rate may be higher for candidates with direct experience in a banking or call center role.
• Paid time off is available up front, including paid vacation time, paid flex (personal) time, paid volunteer time off, and 11 paid holidays.
• We partner with Blue Cross Blue Shield of Illinois to offer 2 health plans, dental insurance, and vision insurance.
• The bank pays for short-term disability, long-term disability, and life insurance on your behalf. You can purchase additional life insurance for yourself, a spouse, or dependents at a group rate.
• Discretionary 401k match and profit-sharing contributions are made on your behalf once you have met the eligibility requirements.

EEO Statement:

Stillman Bank is an Equal Opportunity Employer. We will consider applicants for our positions without regard to any category protected by applicable federal, state, or local law, including but not limited to: race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification.