Customer Service Center Associate

2 weeks ago


Beverly Hills, California, United States Hills Bank Full time

SCHEDULE: Full-time; Monday through Friday with availability between (7:00 am - 6:00 pm), including a Saturday morning rotation from (8:00 am - 12:00 pm). Average of 40 hours per week.

LOCATION: Hills, Iowa

BENEFITS: Our employees are our most valuable assets, and we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees, ensuring they can look after themselves and their families.


SCOPE:

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

ACCOUNTABILITIES:

Customer Support:

  • Manage customer telephone inquiries and respond to secured and unsecured email requests at a quality level that meets or exceeds customer expectations. Inquiries may include:
  • Account balance and transaction details
  • Check and debit card requests
  • Funds transfer, account closure, and other transaction inquiries
  • Wire transfer requests
  • Support for banking services (cards, mobile banking, online banking, etc.)
  • Basic account maintenance and updates
  • Xpress transfers
  • General product inquiries and needs
  • Maintain thorough knowledge of products and services offered to effectively answer questions and identify sales opportunities.
  • Identify and resolve issues as necessary while adhering to established policies and procedures.
  • Ensure the security of customer accounts and confidentiality of information.

Other Duties:

  • Assist in covering the Operator role as needed.
  • Provide indirect customer support by aiding colleagues with inquiries and requests.
  • Engage in necessary training to maintain required skills.
  • Perform additional duties as assigned.

EDUCATION AND SPECIAL REQUIREMENTS:

  • High school diploma required; an associate's degree (AA) from a two-year college or technical school or a bachelor's degree is preferred.
  • 1 - 2 years of experience in a related role is preferred.
  • Ability to take initiative, accept responsibility, and work independently while being a contributing member of a team.
  • Proficient in typical office skills, including computer and communication skills, as well as the use of office equipment.
  • Consent to remote monitoring of incoming customer telephone calls is required.

EQUAL OPPORTUNITY EMPLOYER

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