Customer Service Representative

4 days ago


Horicon, Wisconsin, United States Horicon Bank Full time
Job Summary:

The Customer Support Center Representative is responsible for providing exceptional service and support to internal and external customers. This role promotes Horicon Bank as a full-service bank, maintaining expected standards of customer service, product sales, referrals, and accuracy of account maintenance processed in compliance with bank guidelines.


Key Responsibilities:
  • Customer Service: Enthusiastically support the bank sales function by providing exceptional service to internal and external customers.
  • Product Sales: Promote and sell Horicon Bank products and services through various channels.
  • Account Maintenance: Assist with questions and inquiries regarding bank products, services, and procedures.
  • Error Resolution: Review and resolve internal and external bank errors/complaints.
  • Operational Support: Provide operational and sales support to internal customers.
  • Account Processing: Perform address changes, account maintenance, balance transfers, dormant account reactivation, and file maintenance.
  • Reporting: Process routine daily and weekly reports, including audits, check backs, and maintenance of customer accounts and profiles.
  • Documentation: Prepare documentation and reports of Customer Support Center function activities.
  • Fraud Prevention: Keep current on various types of fraud trends to protect the bank and our customers from potential fraud losses.

Requirements:
  • Education: High school diploma and a minimum of two years banking experience required.
  • Computer Skills: Computer literacy, including experience with Office Suite, MS Word, MS Excel, and other computer software products.
  • Knowledge: Knowledgeable of all bank functions and understanding of bank products and services.
  • Communication Skills: Exceptional customer service and excellent verbal and written communication skills are necessary to adequately address customer inquiries and efficiently resolve conflict.
  • Problem-Solving Skills: Ability to plan and prioritize work, multi-task, exercise good judgment in all areas of responsibility, safeguard confidential information, and work effectively under pressure.
  • Analytical Skills: Ability to analyze data, identify and troubleshoot issues, and provide practical solutions.

Working Conditions:

Work is performed in a pleasant office environment with minimal chance for personal injury. Frequent mental concentration is necessary for listening and responding to various situations. Must be able to lift and move up to 20 pounds unassisted. Some twisting, bending, and turning is required. Work hours are generally during normal business hours and may include some evening and weekend hours.



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