Customer Service Representative

3 weeks ago

Oak Harbor, Washington, United States Heritage Bank Full time
Customer Support Specialist Job Description

Heritage Bank is seeking a skilled Customer Support Specialist to join our team at our Customer Service Center in Oak Harbor, WA.

Job Summary:

We are looking for a customer-focused individual to provide exceptional service to internal and external customers in accordance with the Heritage Bank Service Standards.

Key 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.
  • Investigate and resolve problems for employees and customers via telephone or in person and escalate to management as appropriate.
  • Ability to consistently apply superior decision making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits.
  • Work effectively with other branches and departments as necessary for customer inquiry/problem resolution.
  • Follow up on customer inquiries not immediately resolved. Accurately and efficiently transfers customer calls to appropriate specialist(s), or for escalated issues, as needed, and/or for additional research or resolution.
  • Assesses customer and prospective customer needs, by telephone to meet their needs in a consistent and effective manner to build customer relationships.
  • Actively participates in marketing and sales promotions, and recommend and refer bank products based on customer needs. Participates in training programs to enhance knowledge and referral abilities.
  • Maintains accurate and up to date knowledge of the Banks products, services, policies and procedures as well as federal and state compliance requirements.
  • Protects and maintains confidentiality with all customer financial data when handling customer requests and transactions.
  • Account maintenance for customer deposit accounts, including adjustments, researching, and file maintenance.
  • Contributes to the success of the Customer Service Center Department with willingness to share in all department responsibilities.
  • Gains working knowledge of, and ensures bank activities, and job responsibilities are performed in compliance with, all state and federal banking laws and regulations.
  • Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities.

Requirements:

  • High School Diploma or equivalent - required. Job-specific and/or ongoing participation in Bank sponsored education may be 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. Call center experience in a lead capacity preferred.

Working Environment/Conditions:

Climate controlled office environment.

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, Saturdays 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)

Heritage Bank is an Equal Opportunity Employer

The base salary range represents the min, mid and max of Heritage Banks salary range for this position. Actual salaries will vary depending on factors including, but not limited to, qualifications, experience, and job performance. The range listed is just one component of Heritage Banks total compensation package for full time and part time employees. Depending on position, other total compensation rewards may include, monthly, quarterly or annual incentive, and/or bonuses.

Keywords: #BankingCallCenter, #CustomerServiceRepresentative, #CustomerSupport, #BankingCustomerService #telephonebanker

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