ChoiceOne Bank · 1 month ago
Customer Service Center Representative
Sparta, MI
Full-time
Onsite
Entry Level
1+ years expChoiceOne Bank is committed to providing superior service and quality advice to its banking customers. The Customer Service Center Representative role focuses on delivering world-class support, addressing customer service concerns, and recommending appropriate bank products and services to help clients achieve their financial goals.
BankingCommunitiesFinancial Services
Responsibilities
Provide friendly, helpful service that promotes financial discipline by:
Preparing for daily interactions with a professional mindset and an organized workstation
Maintaining knowledge of the bank’s products, services, and processes
Proactively greeting clients with a smile and warm tone
Understanding the client’s objectives by asking appropriate questions and listening to the client’s responses
Recommending the best solution or guiding the client to the appropriate staff to accomplish the client’s needs and strengthen their financial well-being
Processing the transaction accurately and efficiently
Following up with the clients to ensure satisfaction and provide encouragement
Proactively displaying teamwork and respect for other team members
Answer incoming calls quickly and efficiently, escalating issues when appropriate
Take ownership of call and respond with a “First Call Resolution” mindset
Maintain, cross-sell, and refer all ChoiceOne products
Record all client contact, sales, or referrals via Synapsys
Attends department meetings as scheduled
Additional responsibilities as assigned
Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer
Be familiar with and comply with all federal and state banking regulations as applicable
Qualification
Required
High School Diploma or GED
Minimum of one (1) year of Call Center experience in banking, financial services, or goal-driven retail sales
Bilingual
Ability to perform each of the essential duties satisfactorily
Exhibit the values of the Company
Speaks clearly and persuasively in positive or negative situations
Listens and gets clarification
Responds well to questions
Demonstrates group presentation skills
Participates in meetings
Writes clearly and informatively
Edits work for spelling and grammar
Varies writing style to meet needs
Presents numerical data accurately
Able to read and interpret written information
Identifies and resolves problems in a timely manner
Gathers and analyzes information skillfully
Develops alternative solutions
Works well in group problem solving situations
Uses reason even when dealing with emotional topics
Manages difficult or emotional customer situations
Responds promptly to customer needs
Solicits customer feedback to improve service
Responds to requests for service and assistance
Meets commitments
Treats people with respect
Keeps commitments
Inspires the trust of others
Works with integrity and ethically
Upholds organizational values
Focuses on solving conflict, not blaming
Maintains confidentiality
Listens to others without interrupting
Keeps emotions under control
Remains open to others' ideas and tries new things
Is consistently at work and on time
Ensures work responsibilities are covered when absent
Arrives at meetings and appointments on time
Able to provide flexibility and adapt to changing schedules
Follows instructions
Responds to management direction
Takes responsibility for own actions
Keeps commitments
Commits to long hours of work when necessary to reach goals
Completes tasks on time or notifies appropriate person with an alternate plan
Ability to work in an office environment which may include many hours of computer and telephone usage
This position is not remote-eligible
Preferred
Minimum of one (1) year of Call Center experience in banking, financial services, or goal-driven retail sales
Bilingual
Company
ChoiceOne Bank
ChoiceOne Bank is a West Michigan-based community banking corporation.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$34.5M2024-07-25Post Ipo Equity· $34.5M
2020-02-07IPO
Leadership Team
Heather Deardorff Brolick
SVP Chief Human Resource Officer
Lee Braford
Chief Credit Officer and Senior Vice President
Recent News
MarketScreener
2025-10-24
PR Newswire
2025-08-27
Company data provided by crunchbase