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Customer Service Center Associate

2 months ago

Hills, Iowa, United States Hills Bank Full time
SCHEDULE: Full-time; Monday through Friday with availability during standard business hours, including occasional weekend shifts. Average 40 hours per week.

LOCATION: Remote position available.

BENEFITS: At Hills Bank, we recognize that our employees are our greatest asset. We offer a comprehensive benefits package designed to support our team members and their families, ensuring they can take care of their personal and professional needs.

ROLE OVERVIEW:

Deliver exceptional service to clients while addressing their financial needs through various communication channels such as phone, email, and chat.

KEY RESPONSIBILITIES:

Customer Support:
  • Manage customer inquiries via telephone and respond to secured and unsecured email requests, ensuring a high-quality service level that meets or exceeds client expectations. Inquiries may include:
    • Account balances and transaction details
    • Order requests for checks and debit cards
    • Funds transfer and account closure requests
    • Wire transfer assistance
    • Support for banking services (cards, mobile banking, online banking, etc.)
    • Basic account maintenance and updates
    • General product inquiries
  • Maintain comprehensive knowledge of the bank's products and services to effectively address questions and identify sales opportunities.
  • Recognize and resolve issues as necessary while adhering to established policies and procedures.
  • Ensure the security of customer accounts and maintain confidentiality of customer information.
ADDITIONAL DUTIES:
  • Assist in covering the Operator role as needed.
  • Provide indirect support to customers by assisting colleagues with inquiries and requests.
  • Engage in ongoing training to maintain necessary skills.
  • Perform other assigned duties as required.
EDUCATION AND REQUIREMENTS:
  • High school diploma is required; an associate's degree or bachelor's degree is preferred.
  • 1 - 2 years of experience in a similar role is preferred.
  • Ability to take initiative, accept responsibility, and work independently while being a collaborative team member.
  • Proficient in standard office skills, including computer and communication skills.
  • Consent to remote monitoring of incoming customer calls is required.
EQUAL OPPORTUNITY EMPLOYER