Apply on Employer Site

Hawthorn Bank · 2 months ago

CSR III - CALL CENTER/ITM

Warsaw, MO 65355, USA

Full-time

Onsite

Entry, Mid Level

2+ years exp

Hawthorn Bank is seeking a CSR III for their Call Center and Interactive Teller Machines. This role is responsible for providing customer service, resolving issues, and processing transactions while adhering to banking regulations.

BankingCommunitiesFinancial Services

Responsibilities

Serve as a call center customer service representative by assisting customers with Level 1 and Level 2 support calls: properly identify customer and address by name; answer customer account inquiries; receive and place checks orders; transfer funds per customer request; reset online banking passwords; approve temporary debit card limit increases; answer customer questions on bank products and services; process stop payment

Duties also include processing Verification of Deposit forms; performing customer research, document scan review, and assist with monitoring and responding to inquiries through the bank mailbox

Process transactions via Interactive Teller Machine; verify customer identity and documents produced; verify endorsement(s) and funds available; count currency; check transaction for accuracy and completeness; issue receipts; monitor and balance cash drawer; reconcile differences

Responsible to know and understand the Bank’s products and services to best fit the customer’s needs; Sell bank products and services by highlighting features and benefits; answer questions and handle objections during the sales process; cross sell and make customer referrals to other bank departments

Make decisions about a variety of daily transactions and exercise discretionary authority; resolve problems and provide troubleshooting; professionally and diplomatically deal with irate or unhappy customers

Comply with all banking regulations, policies and procedures

Maintain education and professional expertise through attendance at job related seminars, conferences, and workshops and involvement in professional, civic, and community groups in leadership positions

Reviews technical bulletins, newsletters, etc.; distributes information to employees

Qualification

Customer ServiceCall Center ExperienceSales SkillsMathematical SkillsLanguage SkillsOffice Equipment OperationBasic PC KnowledgeProblem Solving

Required

Graduation from high school or possess a GED certification

Possess a minimum of at least two years of work experience as a Teller, Customer Service Representative, or similar work experience

Formal training may be substituted on a year-for-year basis for the required work experience

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Operate office and bank equipment (e.g., personal computer and printer, 10-key calculator, typewriter, telephone, fax machine, copier, document scanner, teleprompter, headset, check scanner, security system, etc.)

Basic PC knowledge

Valid driver's license