Customer Support Specialist On-site Banking Call Center

Base Salary Range:

Level I $20.00 $21.62 $24.84 per hour

Level II $22.00 $22.70 $26.87 per hour

Senior $23.00 $23.84 $28.61 per hour

Depending on qualifications and experience Customer Service Center Representative (Customer Support Specialist) I II or Senior may be considered.

At Heritage Bank we work hard but also know how important it is to take time off to stay healthy relax and spend time doing what makes your heart happy!

As part of our team youll enjoy a total rewards package which includes base salary based on the role experience and skill set along with an exceptional benefits package (medical dental vision life insurance 401(k) community volunteer time) and generous time off policy. Fulltime team members receive a minimum of 10 paid vacation days annually* and eight hours of paid sick leave per month* while also enjoying 11 paid holidays each calendar year and an annual float day. *prorated from start date and/or hours worked. To view Benefits Summary: Apply > Current Openings > position > attachment.

Position Overview:

Are you a friendlyand helpful customer service professional Can you expertly handle highvolume inbound calls while documenting call notes Do you thrive on finding solutions for your customers If so apply today to learn more about this great opportunity!

Heritage Bank is seeking a Customer Support Specialist (Banking Call Center)at our Customer Service Center in Oak Harbor WA.Individuals in this role help customers by providing a warm welcome and greeting to everyone who calls in for assistance and will process a variety of financial requests while learning and maintaining a thorough knowledge of the Banks products and services to inform customers of other bank services that will meet their current and future needs.

This position is Full Time; typical schedule is Monday Friday8:00 a.m to 5:00 p.mand rotating Saturdays 9:00 a.m to 1:00 p.m. Flexibility is required to work to ensure adequate staffing for training or employee absences.

The successful candidate will be able to:

• 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.
• Maintains accurate and up to date knowledge of the Banks products services policies and procedures as well as federal and state compliance requirements.
• 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.
• 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.

Requirements:

• High School Diploma or equivalent required. Jobspecific and/or ongoing participation in Bank sponsored education may be 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. Call center experience in a lead capacity preferred.
• 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.
• Demonstrated sales and business development skills with the ability to identify customer needs and crosssell the Banks products and services with confidence preferred.
• Detail oriented with strong organizational problemsolving 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 Banks 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.
• General use and understanding of MS Office products (Word Excel Outlook); knowledge of telephony hardware/software and contact center specific applications preferred with the ability to learn and adapt to new technologies quickly. Understanding and working knowledge of the Banks core processing/operating system and experience using Cisco telecommunication systems preferred.

Working Environment/Conditions:

• Climate controlled office environment.
• Work involves being able to concentrate on the matter at hand under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day.
• Work requires regular attendance punctuality and adherence to agreedupon schedule(s) with willingness to work a flexible and/or rotating schedule Saturdays and/or extended hours as needed.

Physical Demands/Effort:

• Work may involve the constant use of computer screens reading of reports and sitting throughout the day while communicating with customers by phone.
• Ability to operate a computer keyboard multiline telephone photocopier scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.
• Typically sitting at a desk or table; intermittently standing stooping bending at the waist kneeling or crouching to file materials.
• Occasional lifting 15 20 lbs. (e.g. files boxes equipment)

The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all qualifications for this position.

Heritage Bank is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age protected veteran status disability or any other basis protected by applicable law.

Job applicants have certain legal rights. Please clickherefor information regarding these rights.

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Salary Range Disclaimer

The base salary range represents the min mid and max of Heritage Banks salary range for this position. Actual salaries will vary depending on factors including but not limited to qualifications experience and job performance. The range listed is just one component of Heritage Banks total compensation package for full time and part time employees. Depending on position other total compensation rewards may include monthly quarterly or annual incentive and/or bonuses.

Keywords: #BankingCallCenter #CustomerServiceRepresentative #CustomerSupport #BankingCustomerService #telephonebanker

##JobCategory:Customer Service Center##
##Street:450 SW Bayshore Drive##
##City:Oak Harbor##
##State:WA##
##ZipCode:98277##
##Internal:false##