Customer Service Representative
Job Type
Full-time
Description

Position Title: Customer Service Representative

Department: Client Services

Reports To: Client Services Manager

Location: Carroll

Primary Assignment: Customer assistance via phone, chat, and/or email

Position Status: Non-Exempt   


EEO/AA employer


**This position is not remote and will work in our Carroll, Iowa location.**


 Applicants must be authorized to work for ANY employer in the United States. We are unable to sponsor or take over sponsorship of employment Visa at this time. 


POSITION SUMMARY

The Customer Service Representative position is responsible for assisting customers with requests for bank services via phone, chat, and/or email. This position will handle basic inquiry calls along with completing research for customers with internet and telephone banking issues. The Customer Service Representative will also handle a variety of daily tasks supporting processing and online banking functions. 

Requirements

PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES

  1. Provides courteous and timely service to all customer needs from a variety of sources
  2. Assist customers with routine account-related requests such as: answering questions concerning accounts, statements, on-line banking features and other customer needs as they arise 
  3. Direct requests and/or callers to appropriate staff or department throughout the bank
  4. Cross sell bank products and services to current and potential customers
  5. Assist with processing functions such as creating new online banking letters, address changes in bill pay and online banking, verifying and reporting account balances, and completing Checkback processes
  6. Respond to customer requests via email, telephone, and/or chat

ROLE QUALIFICATIONS:

Education

  • High school diploma or equivalent required

Experience

  • Accounting or banking experience encouraged

Other Skills and Abilities

  • Exceptional oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, understand procedures, and speak clearly to customers and employees
  • Must be able to multi-task in a fast-paced environment
  • Maintain a complete understanding of regulatory and compliance policies and procedures
  • Exhibit patience; remain personable and provide a positive experience
  • Demonstrate a level of knowledge and skills equivalent to a Universal Banker I
  • Must be able to work flexible hours and shifts
  • Must have a valid driver’s license and reliable transportation

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

  • Analytical - collects and researches data; uses intuition and experience to complement data. 
  • Problem Solving - identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
  • Technical Skills - assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
  • Oral Communication - speaks clearly and persuasively in positive or negative situations; uses appropriate tone and volume in all settings; listens and gets clarification; responds well to questions; participates in meetings. 
  • Teamwork - balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit.
  • Leadership - exhibits confidence in self and others; inspires and motivates others to perform well.
  • Written Communication - writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
  • Ethics - inspires the trust of others; works with integrity and ethically; upholds organizational values. 
  • Organizational Support - follows policies and procedures. 
  • Adaptability - adapts to changes in the work environment; changes approach or method to best fit the situation.
  • Attendance/Punctuality -is consistently at work and on time; arrives at meetings and appointments on time. 
  • Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.
  • Judgment - exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process.
  • Planning/Organizing - prioritizes and plans work activities; uses time efficiently; sets goals and objectives.
  • Professionalism - approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; follows through on commitments. 
  • Quality - demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
  • Initiative – is a self-starter; seeks out new tasks and expands abilities; works for the better needs of the business, not just his/her own position.
  • Growth and Customer Focus – Provides excellent customer service to everyone; supports business and revenue growth; focuses on opportunities to suggest new services to customers. 

WORKING CONDITIONS 

Work is performed largely within the Bank with limited chance for personal injury.

The following physical and mental requirements must be met to perform the essential functions of this position:  

  • Frequently communicate with employees and other parties by phone, email and/or in person; can exchange accurate information in these situations.  
  • Regularly work in close proximity to other employees.  
  • Constantly operates a computer and other office equipment such as a calculator, copy machine, and printer.  
  • Required to sit for prolonged periods of time and reach with hands and arms.
  • Frequently move inside the office to access files or office equipment.  
  • Occasionally lift and/or move up to 50 pounds of office supplies and equipment.
  • Frequent bending, turning, and twisting required. 
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
  • Periodic stressful situations in response to multiple priorities within established deadlines.  
  • Work hours are generally during normal business hours. Unscheduled evening and weekend work may be needed to meet the needs of customers and employees.  
  • Occasionally drive to/from and work in multiple branches/locations.


**This position is not remote and will work in our Carroll, Iowa location.**

 

GENERAL NOTICE

This position description describes the general nature and level of work performed by the employee assigned to this position and should not be interpreted as all inclusive. It does not state or imply that these are the only duties and responsibilities assigned to the position. The employee may be required to perform other job-related duties. All requirements are subject to change and to possible modification to reasonably accommodate individuals with a disability. 


This position description does not constitute an employment agreement between the Bank and employee and is subject to change by the employer as the needs of the Bank and requirements of the position change.


PM21