Customer Service Representative

Customer Service Representative

There are important qualities you look for in an employer – meaningful work, community engagement, competitive benefits, commitment to employee development, and so many more. At Bankers Trust, our team members experience an inclusive and community-focused culture and we're proud of the premier workplace we've created. We regularly receive best in class results through our biennial employee engagement survey. We're also proud to receive recognition from others, including our designation as a "Best Place for Working Parents®," being a four-time recipient of the Greater Des Moines Partnership's Inclusion Award, and being named one of the "Best Businesses Supporting Local Charity" by readers of the Business Record.

Job Summary:

The Customer Service Rep provides prompt, courteous and accurate information to internal and external customers regarding account information and bank products and services. This is done primarily via telephone in a call center setting and sometimes via email. The position generates revenue by using product knowledge to refer and cross-sell bank products and services. The Customer Service Rep will perform some clerical functions such as processing recons, renewing CD's, responding to customer inquires via an email proxy, performing account maintenance, processing stop payment requests, and transferring funds for customers.

Primary Functions and/or Responsibilities:

• Responds to both external and internal customer inquiries by providing accurate information about accounts, bank products, and services via telephone and/or email
• Refers and cross-sells bank products and services by providing descriptions, mailing brochures & information, and referring callers to other areas of the bank
• Uses and understands technology to provide technical support and troubleshoot situations involving electronic services such as online banking, mobile app. and third party related solutions
• Identifies customer impact issues and notifies management, branches, security officer or any other relevant personnel and sends a Branch Alert
• Facilitates research requests and ATM/VISA Disputes for customers & acts as a liaison between customers and operational departments of the bank
• Processes Stop Payment Orders, Funds Transfer Requests, Fee Reversals, and Positive Pay check approvals for internal and external customers
• Processes Checking Reserve and Personal Line of Credit advances/payments
• Processes Check Orders & Consumer Banker Mail Surveys
• Processes Online Accounts
• Responds to customer email via bank mail and the proxys
• Documents and prepares cross-sale and referral reports
• Responds to phone messages left by customers after hours on the following business day in a timely manner
• Performs other duties as assigned

Education and/or Experience:

• High school diploma or GED preferred
• One to three years of experience in a customer contact position with emphasis on sales required
• Previous telemarketing experience desired
• Previous banking and/or lending experience desired

Work Schedule:

• Monday – Friday 9:00 a.m. – 6:00 p.m. with a rotating closing shift of 11:00 a.m. – 8:00 p.m.
• Rotating Saturday shift of 8:00 a.m. – 12:00 p.m. (noon)

Specific Skills, Knowledge & Abilities:

• Knowledge of consumer financial products and services helpful
• Exceptional computer & technology skills
• Demonstrated sales ability
• Account balancing skills
• Demonstrated interpersonal skills with a diverse customer base
• Ability to adapt to fluidity of policies and procedures

Hiring Salary Range:

The hiring range below reflects targeted base salary. Actual compensation will be determined based on the candidate's prior related experience & education and will be finalized at the time of offer. In addition to base salary, most positions are also eligible to participate in our annual bonus program. Select positions may also be eligible to earn incentives and/or commissions. Hiring Salary Range: $20.00 - $23.00 (Annualized at 40 hours per week: $40,040 - $46,800)

Benefits:

• Group Health, Dental, and Vision Insurance
• Generous Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• 401(k) plan with lucrative company match
• Tuition assistance
• Company Paid Life Insurance
• Paid Parental Leave
• Lifestyle Accounts that provide employees with reimbursement for the things that are most important to them such as childcare, student loan payments, gym memberships, pet insurance and much more.
• Team Member Banking - a suite of products and services with special benefits for employees

Hybrid Eligibility: Position will be onsite.

Equal Opportunity Employer "Protected Veterans" and "Individual with Disability"