Call Center Representative chez Stillman Bank Corp NA

Description

ABOUT US

Stillman Bank is a local, community bank founded in 1882. Started in Stillman Valley, IL, we have   grown to 6 locations throughout Ogle and Winnebago counties. Our organization is owned by shareholders   and shareholder families, some of which span back 3 generations. 

WHAT WE DO:

We provide comprehensive   financial solutions that support the well-being of our customers and   strengthen the communities we serve.

HOW WE DO   IT:

Remain committed

Take Ownership

Build Relationships

Cultivate Growth

Be Intentional

WHY WE DO   IT:

We will grow our legacy as a   strong, stable, independent community bank where customers want to bank, individuals want to work, and shareholders want to invest.

ABOUT THE ROLE

The Call Center Representative   promotes a positive banking experience for telephone customers by resolving   their concerns and providing assistance, guidance and information concerning   their accounts, as well as other available banking products and services.

 You   will:

· Establish a positive banking experience for customers by responding to calls in a quick, courteous and friendly manner. 

· Listen attentively to customer questions, problems or concerns, asking appropriate questions for clarification in order to achieve a clear understanding of the issue. Provide answers and respond appropriately in a patient, thoughtful manner.

· Maintain a working knowledge of bank operations, products, services and policies, including electronic-based applications, and communicate information to customers in clear and simple terms.

· Communicate accurate customer   information and issues to subsequent bank personnel when transferring a customer call, thereby eliminating the need for customers to repeat their circumstances multiple times.

· Resolve customer complaints by investigating and researching complicated issues and respond back to the customer the same day. 

· Keep supervisor informed of significant issues and documents such on the Quality Control Report.

· Demonstrate sound judgment and exercise discretion while resolving issues and problems.

· Seek opportunities to promote and sell additional banking products and services to telephone customers.

· Call new account customers after a reasonable amount of time has passed since their initial visit, to   follow-up on their satisfaction with their banking experience, and to identify any service issues that may exist. Refer service deficiencies to other appropriate staff for resolution and documents issues on the Quality Control Report.

· Review and verify the accuracy of data maintenance related to deposit and individual retirement accounts.

· Enter and retrieve customer data using applicable software.

· Prepare reports and correspondence as needed.

· Support the overall objectives of the bank.

· Perform other duties or functions as assigned.

This is an in-office position working 40 hours per week in a typical office environment. Significant standing and walking   required. Some lifting up to 50 pounds   required for coin bags. Significant use   of hands for cash handling tasks. Requires the ability to operate numerous types of office equipment   such as computers, keyboards, printers, scanners, fax machines, copiers, calculators, cash and coin sorting equipment and telephones. Occasional   lifting, carrying bending, kneeling, stretching and stooping required. Requires the ability to spend significant time reading paper documents and computer screens. 

Requirements

ABOUT YOU

· Associate Degree in finance or banking preferred along with some experience in a customer service banking environment. In lieu of a formal degree, two or more years of appropriate experience in banking and customer service. 

· Previous experience in an inbound call center environment is desirable. 

· Skilled in the use of computer data entry and retrieval systems, as well as Microsoft Office applications. 

· Effective verbal and listening skills required. Friendly, patient, courteous and professional demeanor when speaking with a customer or the public is essential.

ABOUT COMPENSATION AND   BENEFITS

We believe our employees are our greatest asset and deserve competitive pay and benefits. We regularly review our compensation and align our ranges with market data for our geography, industry, and institution size. Paid time off is available upfront, including paid vacation time, paid flex (personal) time, paid volunteer time off, paid time for wellness visits and 11 paid holidays. We partner with Blue Cross Blue Shield of Illinois to offer 2 health plans, dental insurance, and vision insurance. The bank pays for short-term disability, long-term disability, and life insurance on your behalf. You can purchase additional life insurance for yourself, a spouse, or dependents at a group rate. Discretionary 401k match and profit-sharing contributions are made on your behalf once you have met the eligibility requirements.

EEO Statement:

Stillman Bank is an Equal protected by applicable federal, state, or local law, including but not limited to: race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Opportunity Employer. We will consider applicants for our positions without regard to any category