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:
40
Time Type:
Full time
The targeted salary for this role is:
$15.89 - $20.65
You may also be offered incentive compensation, and benefits. Benefits may include Medical, Dental, Vision, 401(k), Health Savings Account, Paid Time Off. Actual compensation may vary based on geographic location of the specific role as well as work experience, education, and skills of the selected candidate.
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