Wage between $15.45 - $19.31

Vacation Eligible

Position Summary

Customer Care Representatives provide information and offer creative solutions to callers concerning all deposit products, bank services, loans, and Digital Banking products and services. This service oriented role is responsible for providing A+ Customer Service, accurate information, and prompt resolution of customer concerns via recorded telephone, e-mail, and chat line. The goal of this position is to retain and enhance existing customer relationships and to develop new ones. Employees in this position work under immediate supervision of others. Development in this role is progressive.

Customer Care Representative I: Possesses excellent customer service skills and demonstrates enthusiasm for learning procedures and systems and becoming knowledgeable about all bank products and services. Can help callers with account information, perform account services and maintenance, is proficient with Digital Banking services, and can navigate within all systems. Job functions require accuracy, successful multi-tasking, and meeting call volume, adherence, quality, sales goals and contributes to a positive morale. May occasionally need assistance with complex calls or research.

Essential Job Functions

• Answer all inquiries about our products, services, policies and procedures, including all deposit rates as well as promoting and referring bank products and services; promptly provide bank balances, transactions and other account related information to our customers; and quickly diffuse potential conflict and calmly respond to customer’s distress to ensure customer satisfaction
• Demonstrate organizational and problem solving skills – own the problem
• Become knowledgeable and keep updated about company products, services and information systems in order to resolve problems and promote customer relationships through service and cross sales.
• Demonstrate excellent communication skills, interest in, and the ability to work with people in a professional manner.
• Refer and recommend products and services that benefit customers; meet referral and sales goals
• Assist with other functions as necessary or requested to complete work accurately and on schedule; demonstrate continuous improvement by proactively offering creative solutions to a problem or concern
• Possess excellent verbal and written communication skills and be able to communicate well with a variety of people via phone, e-mail, and chat
• Demonstrate the ability to multi-task and shift full focus to a different task in an instant; must be flexible to meet the needs of the department

Essential Job Requirements

• All employees must be able to interact in a friendly and courteous manner with customers and coworkers in order to foster a positive environment of mutual trust and respect.
• Maintain confidentiality of all customer and employee information
• Demonstrate attention to detail and produce accurate, high-quality work
• Produce an amount of work that meets or exceeds job expectations
• Fully utilize systems, tools, training and resources provided to maximize potential
• Accept feedback and redirection politely and professionally
• Assist other departments as needed
• Demonstrate regular attendance and punctuality
• Positively represent and promote the Company within the community

Education and Experience Requirements

• High School Diploma preferred or equivalent combination of education and experience
• One year's experience in Retail, Office, Bank or Customer service preferred

Physical Requirements

• Regularly: sitting, talking, hearing, vision - close, peripheral, depth, ability to adjust focus, wearing a phone headset, typing
• Frequently: standing, walking, feeling/touching
• Occasionally: climbing and/or balancing, reaching with arms and hands, stooping, kneeling, crouching, and/or crawling, lifting objects up to 30 pounds

Heartland Bank and Trust Company is an Equal Opportunity Employer, including disability/vets.