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Heritage Bank NW · 1 month ago

Customer Support Specialist (On-site Banking Call Center)

Burlington, WA, US

Full-time

Onsite

New Grad, Entry, Mid, Senior Level

$20/hr - $28.61/hr

0+ years exp

Heritage Bank is a financial institution seeking a Customer Support Specialist for their Burlington Administrative Center. The role involves providing exceptional customer service, assisting with financial requests, and maintaining knowledge of the Bank's products and services to support customer needs.

Banking

Responsibilities

Provide exceptional service to internal and external customers in accordance with the Heritage Bank Service Standards

Build and maintain strong relationships with all internal and external customers

Perform and/or assist with a full range of customer service oriented telephone activities; responds to customer inquiries and determines appropriate response or direction for the caller and customer escalations, as needed

Resolve online service customer requests through research and navigation within the organization, or escalation to an appropriate resource

Investigate and resolve problems for employees and customers via telephone or in person and escalate to management as appropriate

Ability to consistently apply superior decision making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits

Work effectively with other branches and departments as necessary for customer inquiry/problem resolution

Follow up on customer inquiries not immediately resolved. Accurately and efficiently transfers customer calls to appropriate specialist(s), or for escalated issues, as needed, and/or for additional research or resolution

Assesses customer and prospective customer needs, by telephone to meet their needs in a consistent and effective manner to build customer relationships

Actively participates in marketing and sales promotions, and recommend and refer bank products based on customer needs. Participates in training programs to enhance knowledge and referral abilities

Gains working knowledge of, and ensures bank activities, and job responsibilities are performed in compliance with, all state and federal banking laws and regulations

Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities

Protects and maintains confidentiality with all customer financial data when handling customer requests and transactions

Account maintenance for customer deposit accounts, including adjustments, researching, and file maintenance

Contributes to the success of the Customer Service Center Department with willingness to share in all department responsibilities

Qualification

Customer serviceBanking operationsCall center experienceSales skillsMS OfficeProblem-solvingTeamworkCommunication skillsDetail-orientedIntegrity

Required

High School Diploma or equivalent - required

Level I- Minimum 6 months to a year of recent experience in retail banking and/or bank operations, with emphasis on providing exceptional customer service, within a financial services and/or service center industry – required

Level II - 2+ years recent experience in retail banking, bank operations and/or a service / call center environment, with working knowledge and experience in multiple functions including online/electronic banking, account maintenance, billing questions and research, regulatory compliance, operations, and phone applications and systems – required

Senior - 3+ years recent call center experience with emphasis on providing exceptional customer service, advanced technical skills and thorough working knowledge and proficiency in all major functions within a service center environment, in a financial services industry - required

Provides an exceptional level of quality service for internal and external customers, and responds to customers' needs, questions and concerns in an accurate, effective, and timely manner to solicit feedback to improve service

Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management

Excellent listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate outstanding/follow up or technical issues over the phone, in person and via email; with the ability to read, write, speak and understand English well

Detail oriented with strong organizational, problem-solving, data review, processing, time management skills, and a strong focus on accuracy; with the ability to manage multiple assignments, and reporting requests ensuring that priorities are set and commitments and deadlines are met

Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments

Ability to work effectively as a team contributor on all assignments

Ability to gain working knowledge and understanding of principles, procedures, requirements, regulations, and policies related to assigned area, as well as the Bank's policies, procedures, products, and services

Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints

Flexible with and accepting of change in a fast paced environment

Unquestionable integrity in handling sensitive and confidential information required

Preferred

Demonstrated sales and business development skills with the ability to identify customer needs and cross-sell the Bank's products and services with confidence

General use and understanding of MS Office products (Word, Excel, Outlook); knowledge of telephony hardware/software and contact center specific applications

Understanding and working knowledge of the Bank's core processing/operating system and experience using Cisco telecommunication systems