Customer Care Representative (12:30p-9:00p CST)
Company: Heartland Financial USA Inc
Location: Dubuque
Posted on: May 19, 2023
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Job Description:
HTLF is an equal opportunity employer committed to creating a
diverse workforce. We consider all qualified applicants without
regard to race, religion, color, sex, national origin, age, sexual
orientation, gender identity, disability or veteran status, among
other factors.HTLF is a diversified financial services company
headquartered in Denver, Colorado. We deliver community banking at
scale by powering our geographically diverse group of banks with
technology, efficiency and strength - giving local decision-making
the opportunity and insights to focus on customers and growth.
Relationships have been the core of our company since its founding
in 1981. We're deeply invested in the communities we serve, and
that's why our clients choose us as their banking partners.What's
different about a career at HTLF? We believe our employees and
their diverse backgrounds, perspectives and skills are our greatest
assets. We wouldn't be HTLF without the people with whom we
surround ourselves and empower to enrich the lives of our
customers, employees and communities. We're dedicated to making
HTLF the best place to work - where your opinions are valued, your
feedback and ideas are heard, and your opportunities for personal
growth and professional development are endless.Under close
supervision, the Customer Care Rep I HOC is responsible for
providing excellent customer service to both internal team members
and external customers regarding a variety needs. Main objective is
to project the professional organizational image through telephone,
electronic (e-mail), social media, chat and written interaction
with the both HTLF member bank employees and customers. The
Customer Care Rep I must adhere to all bank policies and
procedures.PRIMARY & ESSENTIAL RESPONSIBILITIES:
1. Responds to both internal and external customer inquiries
through a variety of mediums such as: e-mails, chat, telephone,
etc. in a courteous and timely manner as outlined in the
department's established service levels.
2. Assists internal and external customers with troubleshooting,
recommending possible solutions, or determining when to escalate a
problem to management or referring to a technical expert within the
area.
3. Accurately processes orders, forms, applications, and requests
submitted within SLA timeframe.
4. Completes customer contact logs.
5. Recognizes and reports to management trends in internal and
external customer calls that may identify system/product related
issues.
6. Assists with all banking deposit product inquiries including:
checking, savings, certificate of deposit, internet banking, debit
card, and mobile banking.
7. Completes annual E-Learning Plan and Bank Secrecy Act (BSA)
training as assigned and keeps up-to-date knowledge of BSA as it
relates to the job function.
8. Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES: This position does not have
supervisory responsibilities.
REQUIRED QUALIFICATIONS:
1. High School Diploma/GED
2. Business related college courses preferred
3. 6-12 months of customer service experience.
4. Experience using Microsoft Office Suite.
5. Ability to demonstrate an understanding of electronic banking
services especially, but not limited to, internet banking, bill
payment, mobile banking, and ATM/debit card.
6. Have previous experience using social media, instant chat,
e-mail, etc.
7. Demonstrated knowledge of current technologies such as used:
tablets, computers, smart phones, etc.
8. Knowledge of general banking practices preferred.Scheduled
Weekly Hours:40Time Type:Full timeThe targeted salary for this role
is:$17.00You may also be offered incentive compensation, and
benefits. Compensation may vary and is based on geographic location
of the specific role as well as the skills and experiences of the
selected candidate.
Keywords: Heartland Financial USA Inc, Dubuque , Customer Care Representative (12:30p-9:00p CST), Other , Dubuque, Iowa
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