Customer Service Professional

6 days ago

Burlington, Washington, United States Heritage Bank Full time
Job Overview

We are seeking a skilled Customer Service Professional to join our Banking Call Center team at Heritage Bank. As a key member of our team, you will be responsible for providing exceptional customer service, resolving customer inquiries and issues, and maintaining a high level of product knowledge.

About the Role

This is a full-time position with a typical schedule of Monday - Friday 8:00 a.m. to 5:00 p.m. and rotating Saturdays 9:00 a.m. to 1:00 p.m. Flexibility is required to ensure adequate staffing for training or employee absences.

Responsibilities
  • Provide exceptional service to internal and external customers in accordance with the Heritage Bank Service Standards
  • Build and maintain strong relationships with all internal and external customers
  • Perform and/or assist with a full range of customer service oriented telephone activities; responds to customer inquiries and determines appropriate response or direction for the caller and customer escalations, as needed
  • Resolve online service customer requests through research and navigation within the organization, or escalation to an appropriate resource
Requirements
  • High School Diploma or equivalent - required
  • Level I- Minimum 6 months to a year of recent experience in retail banking and/or bank operations, with emphasis on providing exceptional customer service, within a financial services and/or service center industry – required
  • Level II - 2+ years recent experience in retail banking, bank operations and/or a service / call center environment, with working knowledge and experience in multiple functions including online/electronic banking, account maintenance, billing questions and research, regulatory compliance, operations, and phone applications and systems – required
  • Senior - 3+ years recent call center experience with emphasis on providing exceptional customer service, advanced technical skills and thorough working knowledge and proficiency in all major functions within a service center environment, in a financial services industry - required
Working Environment/Conditions

The work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day. Work requires regular attendance, punctuality and adherence to agreed-upon schedule(s) with willingness to work a flexible and/or rotating schedule, Saturday's and/or extended hours, as needed.

Physical Demands/Effort

Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day while communicating with customers by phone. Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion. Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials. Occasional lifting 15 - 20 lbs. (e.g., files, boxes, equipment)

Benefits

Heritage Bank offers a comprehensive benefits package, including medical, dental, vision, life insurance, 401(k), community volunteer time, and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually* and eight hours of paid sick leave per month*, while also enjoying 11 paid holidays each calendar year, and an annual float day. *pro-rated from start date, and/or hours worked.

Estimated Salary Range

$23.00 - $27.25 per hour, based on location and qualifications.

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