Customer Contact Center Representative 1

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: 131 E Main St, Hills, Iowa 52235

SCOPE:

Provide superior service to customers while working to meet their financial needs via channels such as telephone, email, and chat.

ACCOUNTABILITIES:

Customer Support:

- Handle customer telephone calls and respond to secured and unsecured email inquiries directed to Hills Bank at a quality level that meets or exceeds customers' expectations. Customer inquiries and requests may include, but are not limited to:

Account balance and transactional information

- Check and debit card orders

- Funds transfer, account closure, and other transaction requests

- Wire transfer requests

- Support of bank services (cards, mobile banking, online banking, etc.)

- Basic maintenance and account updates

- Xpress transfers

- General product inquiries and needs

- Maintain excellent knowledge of products and services offered by the bank in order to answer questions effectively and recognize sales opportunities.

- Identify and correct problems/concerns as necessary while following established policies and procedures.

- Maintain security of customers' accounts and confidentiality of customer information.

Other Duties:

- Cover Operator role as needed

- Provide indirect customer support by assisting coworkers with inquiries and requests for assistance.

- Participate in appropriate training in order to maintain required skills.

- Perform other duties as assigned.

COMPETENCIES:

Customer Focus:

- Respond sensitively to the needs of the customer and take the appropriate action to meet their needs on a timely basis.

Communication:

- Effectively express thoughts verbally and in written form; actively listen to others. Able to defuse stressed or angry customers and maintain professionalism in all interactions.

Professionalism:

- Project a positive image of the bank to all internal and external customers. Maintain positive relationships and work productively with many varied groups of individuals. Serve as a role model for other employees.

Adaptability:

- Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.

Learning Agility:

- Openly accept feedback, using this along with knowledge gained to improve performance. Seek out feedback if necessary. Apply feedback to daily work habits.

Problem Solving:

- Uses effective problem solving techniques to handle complaints and work with situations that need to be escalated.

Sales:

- Must understand the role of sales in a community bank environment. Must be able to address customer needs through appropriate sales and referrals.

Team Player:

- Must view oneself as part of an overall team. This includes supporting others throughout the entire bank to achieve the overall goals.

EDUCATION AND SPECIAL REQUIREMENTS:

- High school diploma required. Prefer an associate's degree (AA) from a two-year college or technical school or bachelor's degree.

- Prefer 1 - 2 years' experience in a related position.

- Must be able to take initiative, accept responsibility, and work independently as well as being aware of, and part of a team environment.

- This role requires skills needed in a typical office environment including computer skills, communications skills, as well as utilization of office equipment.

- Must consent to remote monitoring of incoming customer telephone calls.

EQUAL OPPORTUNITY EMPLOYER/VETERANS/DISABILITY