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Customer Service Center Agent

2 months ago

Hills, Iowa, United States Hills Bank Full time
SCHEDULE: Full-time; Monday through Friday with flexible availability between 7:00 am and 6:00 pm, including a Saturday morning rotation. Average of 40 hours per week.

LOCATION: Remote position.

BENEFITS: At Hills Bank, we prioritize our employees as our greatest asset. We offer a comprehensive and competitive benefits package that reflects our commitment to employee well-being, ensuring they can take care of themselves and their families.

ROLE OVERVIEW:
As a Customer Service Center Agent, you will 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 calls and respond to inquiries via secured and unsecured email, ensuring a high-quality service that meets or exceeds client expectations. Inquiries may include:
    • Account balances and transaction details
    • Order processing for checks and debit cards
    • Requests for fund transfers, account closures, and other transactions
    • Wire transfer inquiries
    • Support for banking services (cards, mobile banking, online banking, etc.)
    • Basic account maintenance and updates
    • General product inquiries
  • Maintain a thorough understanding 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 required skills.
  • Perform other assigned duties as necessary.
EDUCATION AND QUALIFICATIONS:
  • High school diploma 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 typical office skills, including computer and communication skills, as well as the use of office equipment.
  • Consent to remote monitoring of incoming customer calls is required.
EQUAL OPPORTUNITY EMPLOYER