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Customer Service Center Associate

2 months 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), and a Saturday morning rotation from (8:00 am - 12:00 pm). Average 40 hours per week.

LOCATION: Not specified.

BENEFITS: At Hills Bank, we value our employees as our greatest asset. We offer a comprehensive and competitive benefits package designed to support our employees in taking care of themselves and their families. Our commitment to customer care extends to our team members, ensuring they receive the support they need.


SCOPE:

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

ACCOUNTABILITIES:

Client Support:

  • Manage customer telephone inquiries and respond to secured and unsecured email requests with a quality standard that meets or exceeds expectations.
  • Address inquiries related to account balances and transactions.
  • Process check and debit card orders.
  • Facilitate funds transfers, account closures, and other transaction requests.
  • Assist with wire transfer requests.
  • Provide support for banking services, including cards, mobile banking, and online banking.
  • Conduct basic maintenance and updates on accounts.
  • Handle Xpress transfers.
  • Respond to general product inquiries and needs.
  • Maintain a thorough understanding of the bank's products and services to effectively answer questions and identify sales opportunities.
  • Recognize and resolve issues or concerns while adhering to established policies and procedures.
  • Ensure the security of customer accounts and confidentiality of information.

Additional Responsibilities:

  • Assume Operator role as needed.
  • Provide indirect support to clients by assisting colleagues with inquiries and requests.
  • Engage in relevant training to maintain required skills.
  • Perform other assigned duties as necessary.

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 part of a team environment.
  • 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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