Customer Service Associate I

2 weeks ago


Powell, Wyoming, United States Foothills Bank Full time

About The Role

Position Overview:

The Customer Service Associate I delivers outstanding assistance to clients and personnel of Foothills Bank. This role involves managing incoming calls, aiding with wire transfers, account inquiries, debit card concerns, disputes, address modifications, dormant account management, online banking, and BillPay services. The individual is responsible for resolving issues and directing calls appropriately while ensuring professional interactions, maintaining confidentiality, and representing the bank's image.

Key Responsibilities:

  1. Receive and manage incoming calls for Foothills Bank, ensuring to greet callers with the correct division name and verifying their identity and authority.
  2. Provide information regarding banking products and services; address and resolve issues within established authority, and escalate complex matters to supervisors with recommendations.
  3. Assist in the review of daily operational reports and functions for the bank.
  4. Efficiently transfer calls to appropriate departments and staff members.
  5. Support customers with account maintenance, inquiries, telephone transfers, check orders, stop payments, limit increases, and wire transfers.
  6. Handle inquiries and disputes related to ACH and Debit Cards, update dormant account statuses, and assist with new online banking setups and password resets.
  7. Provide printouts of statements and check copies as requested.
  8. Initiate and verify outgoing wire transfers promptly and accurately.
  9. Recognize and report potential fraudulent activities and transactions.
  10. Offer effective solutions to meet customer needs while adhering to bank regulations and policies.
  11. Promote additional services such as phone banking, online banking, and e-statements.
  12. Meet daily call processing targets to achieve departmental goals.
  13. Comply with all company policies, procedures, and applicable laws, including The Bank Secrecy Act and The Patriot Act.

Additional Responsibilities:

  • Uphold Foothills Bank's core values.
  • Keep management informed of significant activities and issues.
  • Engage in community service and bank-sponsored initiatives that align with the bank's mission and values.
  • Deliver exceptional internal and external customer service, demonstrating professionalism and respect towards all customers.
  • Maintain a professional image, confidentiality, and a positive attitude.
  • Ensure a tidy work environment and uphold customer privacy.
  • Participate in required training sessions, staff meetings, and promotional displays.
  • Maintain regular attendance to facilitate in-person customer interactions.
  • Assist with special projects and assignments as needed.

About You

Education and Experience:

0-1 years of relevant experience, including preparatory experience. A high school diploma is required; an equivalent combination of education, training, and experience may be considered. Prior banking experience is preferred.

Required Skills and Abilities:

  • Strong problem-solving skills and the ability to prioritize multiple tasks.
  • Ability to establish and maintain effective working relationships with colleagues and supervisors.
  • Capable of managing multiple projects and details simultaneously.
  • Proficient in writing routine reports and correspondence.
  • Effective presentation skills and ability to respond to inquiries.
  • Self-motivated, quick, and accurate worker with flexibility in daily tasks.
  • Team player with a commitment to customer service and building rapport.
  • Attention to detail and excellent organizational skills in a fast-paced environment.
  • Ability to prioritize and manage heavy workloads while demonstrating effective time management.
  • Ability to work independently and collaboratively within a team.
  • Proficient in basic computer skills, including word processing and spreadsheets.

Working Conditions:

Must be able to perform work indoors in a climate-controlled environment with moderate noise levels. Occasional travel may be required.

What We Offer:

COMPENSATION & BENEFITS: Starting salary is based on relevant experience. We provide a comprehensive benefits package that includes medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, Paid Time Off (PTO), and holidays.

Foothills Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable laws.



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