Job Details
* 13-Jan-2022 to Until Filled (CST)
* Customer Service
* Ames, IA, USA
* Full Time
*Health, Dental, Vision. Life Insurance, 401K with employer match, Short & Long term disability, Accrue 3 weeks PTO first year, Bank Performance Award*
**Major Function:**
Provides optimal customer service in a timely, accurate manner through various service delivery channels, including but not limited to: telephone, email, chat, secure messaging and video banking.
**Essential Duties:**
* Answers inquiries regarding loan and deposit services and products; credit, debit, and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other requests concerning Bank products and services.
* Provides a consistent outstanding customer experience, primarily handling customers' transactional needs (deposits, withdrawals, transfers, etc.) through video banking.
* Processes requests for funds transfer, stop payment, check orders, change of address, research and discrepancies correction, statement reprint, change orders, and other requests from customers.
* Maintains a working knowledge of electronic banking services and communicates the benefits to new and existing customers.
* Adheres to and maintains a working knowledge of all operational, security, risk, and regulatory policies and procedures.
* Seeks opportunities to attract, retain and expand customer relationships by actively educating customers on the benefits and features of new as well as existing products and services.
* Takes every step possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department.
* Performs all follow-up within the time frame committed to the customer.
* Effectively uses computer systems for accessing customer account information, troubleshooting, gathering and tracking information and accurately recording transactions.
* Balances "Virtual Vaults" within given timeframe while properly following operational policies and procedures.
* Assists other employees, departments, and branches to promote teamwork and excellent communication.
* Exemplifies the Bank's core values of Community-Focused, Innovative, Trustworthy, Responsive & Secure.
* Promotes a positive bank image in the community.
* Other duties as assigned.
**Requirements:**
**Education & Experience**
* Previous banking experience preferred.
* Phone customer service experience a plus.
* Video Banking experience a plus.
**Knowledge, Skills & Abilities**
* Strong computer literacy with knowledge of computer software (i.e. Microsoft Windows Operating System and Office applications).
* Demonstrated history of providing exceptional customer service in a client-facing or call center environment.
* Ability to work in a virtual environment with "on-screen" customer interaction.
* Exceptional professional telephone etiquette, and strong written and verbal communication skills.
* Excellent problem-solving skills.
* High level of dependability .
* Well organized, accurate and detail oriented.
* Ability to work under pressure and multi-task.
* Ability to work independently or in team environment.
* Strong reading, writing, and basic mathematical skills.
Regular Hours: Vary between 7:30am - 5:30pm Monday - Friday and rotating Saturday mornings.
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