Customer Service Representative - Call Center

Job Description

Job Description

Customer Service Representative – Call Center 

Deerwood Bank is hiring a full-time Customer Service Representative – Call Center (36+ hours per week) to work at our Mendota Heights location. This position delivers professional and efficient customer service to Deerwood Bank customers and employees via digital channels (phone/electronic communications). Also provides customer service functions for all areas of the bank to assist with account concerns and inquiries, product troubleshooting assistance and complete balance and transfer requests.

Hours: Monday–Friday 7:30am-6:00pm shift rotation; Saturday 8:30am-12:00pm on rotation

Starting Pay Rate: $20.50- $23.00/hour

Functions, Duties and Responsibilities:

• Responsible for responding to customer inquiries and performing requested actions regarding their accounts.
• Manage and defuse calls received from customers to effectively communicate with them in order to identify and resolve problems in the best interest of Deerwood Bank and the customer.
• Be familiar with and understand all bank products and services to identify customers’ needs.
• Determine the risk or urgency of customer calls and to whom the call should be escalated.
• Ensure specific guidelines are followed to properly verify customers and protect customer confidentiality.
• Understand and be able to explain banking rules and regulations that affect customer accounts.
• Process requests for stop payments, address/phone/email changes, debit card orders and maintenance, research requests, and check orders.
• Review mobile deposits and handle or obtain approval for mobile deposit exceptions.
• Intake of customer disputes (ACH, check and debit card), complete dispute forms and communicate dispute forms/information to appropriate branch locations for customer signatures.
• Handle customer questions regarding online/mobile banking including assisting with access issues, passwords resets, bill pay, mobile deposit and all related features. 
• Review and complete online account applications, openings, denials, 2nd verifications and related communication with customers.
• Other responsibilities may include responding to customer emails, handling returned mail, document scanning and other projects as assigned.

Knowledge, Skills and Abilities Necessary:

• Excellent knowledge of bank operations and account transaction flow, system capabilities, controls and data and item processing.
• Must possess strong analytical skills and the ability to decipher complex problems in order to recognize and resolve errors.
• Strong knowledge of all bank products, services and policies.
• Must be alert to fraudulent activity, dishonesty, questionable behavior or improper handling of accounts and report to appropriate Bank personnel.
• Effectively operate all office equipment required to support this position. To include but not limited to personal computer, strong keyboarding skills, fax, scanner/copier, printer, phone system, all applications, spreadsheets, database and presentation software necessary.
• Strong interpersonal skills, attention to detail, positive attitude and pleasant personality.
• Excellent oral and written communication skills. 
• Display independent judgement. 
• Demonstrate excellent organization, prioritize workflow, adaptability and flexibility.
• Ability to work in a fast-paced environment, be a quick thinker and learner while maintaining a high degree of accuracy. 

Training and Experience:

• Requires high school diploma or equivalent plus 3+ years banking customer service or related experience.  
• Prior or current internal work experience at Deerwood Bank preferred.

Benefits:

Benefits are available to employees working 30 or more hours per week on the first of the month following date of hire.

• Medical insurance, including virtual telemedicine and mental health counseling
• Health Savings Account
• Flexible Spending Account (health, limited purpose health, and dependent care)
• Dental insurance
• Vision insurance
• Life insurance (basic and voluntary)
• Short-term disability insurance
• Long-term disability insurance
• Adoption Assistance Program
• Employee Assistance Program
• PTO
• Paid Volunteer Time Off
• Paid holidays
• 401(k) with company match (eligible on the first of the month following 2 months of employment)
• Financial wellness education
• Free or reduced fees for banking products and services
• Employee Referral Bonus