Midwest Heritage
Additional Considerations (if any):
At Midwest Heritage, the core of our culture is taking care of the customer and taking care of each other. Our employees appreciate that their contributions make a direct impact on the success of our business as well as their own personal and professional growth.
Midwest Heritage
Job Title : Customer Care Representative
Department:
Banking
FLSA:
Non-Exempt
General Function
Provides Midwest Heritage customers an exceptional customer service experience through telephone, online chat, video and email interactions. This position responds to banking customer inquiries, markets additional services, redirects incoming communications to the applicable department, proactively contacts customers as applicable and performs requested customer service maintenance for assigned online channels. This position is also responsible for teller and personal banking functions.
Hours: The Customer Care Center has extended hours from 7:00 AM to 7:00 PM Monday through Friday, 8:00 AM to 5:00 PM on Saturday's and 9:00 AM to 3:00 PM on Sunday's. Customer Care Representatives will be expected to work the various shifts on a rotating basis.
Core Competencies
Sales Operations Customer Service Problem Solving Reporting Relations
Accountable and Reports to:
Operations Supervisor
Positions that Report to you:
None
Primary Duties and Responsibilities:
Provides first-class service by communicating with customers by telephone, chat, email, or other channels to respond to inquiries and service requests, resolve issues, and provide information about Midwest Heritage services. Process service maintenance requests for the online banking channels, including, but not limited to, Consumer online banking and mobile, Business eBanking and mobile, Gro, ACH, remote deposit and Health Savings Accounts (HSA). Monitor banking systems and reports to identify incomplete or erroneous items. Contact internal departments, vendors, or customers to verify information and take necessary steps to correct or complete transactions. Based on customers' existing services and needs, promote additional Midwest Heritage banking, financial and insurance services. Track issues and statistics to assist management in analyzing activities, challenges, and opportunities. Provide back up for other members of the team. Ability to resolve escalated and complicated customer issues. Able to take on leadership for additional tasks and responsibilities as requested by your supervisor. Fraud expert; ability to uncover and help prevent customer fraud when reviewing remote deposits, Gro accounts and during customer interactions. Increase account relationships of existing bank customers and attract new customers by introducing them to new products and services, tracking results in Salesforce. Successfully achieves all sales goals on a continuous basis. Proactively contacting Gro customers to build and develop their Midwest Heritage relationships. Maintains knowledge, skills, and abilities in regard to Midwest Heritage products and services by participating in on-going training and staying aware of internal communications. Assists the Operations Supervisor in clerical support including filing, ordering supplies, maintain office records, and preparation of reports. Successfully achieves all operations goals on a continuous basis. Expertise in all areas, provide leadership and guidance to teammates. Ensures that customers are satisfied with the products and services that they obtain. Proactively and professionally communicates with customers regarding their financial needs. Knowledge, Skills, Abilities, and Worker Characteristics:
Commitment to the Midwest Heritage mission and willingness to promote the values of the organization. Excellent organizational and time management skills. Strong customer service and interpersonal skills; ability to relate to and interact with people in a positive, friendly and professional manner. General computer proficiency (Experience with Microsoft Office programs such as Word, Excel, and Outlook preferred) Strong written and verbal communication skills. Basic problem-solving skills. Basic proficiency with information systems. Education and Experience:
High school diploma or equivalent. One plus year(s) of customer service, banking or related experience.
Physical Requirements:
This position is classified sedentary/light and requires the ability to sit for long periods of time. Visual requirements include the ability to see detail at near range with or without correction. Must be able to perform the following physical activities: sitting for long periods, talking (in person and by telephone), hearing and repetitive motions. Working Conditions:
The duties of this position are normally performed in a general office setting. This is a fast-paced work environment. There is frequent pressure to meet deadlines and handle multiple projects in a day. Minimal travel.
Equipment Used to Perform Job:
Computer (PC with Microsoft Office programs), telephone, calculator, telephone, copier, fax, and printer.
Contacts:
This position works with Midwest Heritage employees, bank customers, Hy-Vee employees, vendors and outside agents doing direct business with Midwest Heritage.
Confidentiality:
This position has the responsibility to protect the privacy and confidentiality of customers, employees and bank/insurance/financial information at all times.
At Midwest Heritage, the core of our culture is taking care of the customer and taking care of each other. Our employees appreciate that their contributions make a direct impact on the success of our business as well as their own personal and professional growth.
Midwest Heritage
Job Title : Customer Care Representative
Department:
Banking
FLSA:
Non-Exempt
General Function
Provides Midwest Heritage customers an exceptional customer service experience through telephone, online chat, video and email interactions. This position responds to banking customer inquiries, markets additional services, redirects incoming communications to the applicable department, proactively contacts customers as applicable and performs requested customer service maintenance for assigned online channels. This position is also responsible for teller and personal banking functions.
Hours: The Customer Care Center has extended hours from 7:00 AM to 7:00 PM Monday through Friday, 8:00 AM to 5:00 PM on Saturday's and 9:00 AM to 3:00 PM on Sunday's. Customer Care Representatives will be expected to work the various shifts on a rotating basis.
Core Competencies
Sales Operations Customer Service Problem Solving Reporting Relations
Accountable and Reports to:
Operations Supervisor
Positions that Report to you:
None
Primary Duties and Responsibilities:
Provides first-class service by communicating with customers by telephone, chat, email, or other channels to respond to inquiries and service requests, resolve issues, and provide information about Midwest Heritage services. Process service maintenance requests for the online banking channels, including, but not limited to, Consumer online banking and mobile, Business eBanking and mobile, Gro, ACH, remote deposit and Health Savings Accounts (HSA). Monitor banking systems and reports to identify incomplete or erroneous items. Contact internal departments, vendors, or customers to verify information and take necessary steps to correct or complete transactions. Based on customers' existing services and needs, promote additional Midwest Heritage banking, financial and insurance services. Track issues and statistics to assist management in analyzing activities, challenges, and opportunities. Provide back up for other members of the team. Ability to resolve escalated and complicated customer issues. Able to take on leadership for additional tasks and responsibilities as requested by your supervisor. Fraud expert; ability to uncover and help prevent customer fraud when reviewing remote deposits, Gro accounts and during customer interactions. Increase account relationships of existing bank customers and attract new customers by introducing them to new products and services, tracking results in Salesforce. Successfully achieves all sales goals on a continuous basis. Proactively contacting Gro customers to build and develop their Midwest Heritage relationships. Maintains knowledge, skills, and abilities in regard to Midwest Heritage products and services by participating in on-going training and staying aware of internal communications. Assists the Operations Supervisor in clerical support including filing, ordering supplies, maintain office records, and preparation of reports. Successfully achieves all operations goals on a continuous basis. Expertise in all areas, provide leadership and guidance to teammates. Ensures that customers are satisfied with the products and services that they obtain. Proactively and professionally communicates with customers regarding their financial needs. Knowledge, Skills, Abilities, and Worker Characteristics:
Commitment to the Midwest Heritage mission and willingness to promote the values of the organization. Excellent organizational and time management skills. Strong customer service and interpersonal skills; ability to relate to and interact with people in a positive, friendly and professional manner. General computer proficiency (Experience with Microsoft Office programs such as Word, Excel, and Outlook preferred) Strong written and verbal communication skills. Basic problem-solving skills. Basic proficiency with information systems. Education and Experience:
High school diploma or equivalent. One plus year(s) of customer service, banking or related experience.
Physical Requirements:
This position is classified sedentary/light and requires the ability to sit for long periods of time. Visual requirements include the ability to see detail at near range with or without correction. Must be able to perform the following physical activities: sitting for long periods, talking (in person and by telephone), hearing and repetitive motions. Working Conditions:
The duties of this position are normally performed in a general office setting. This is a fast-paced work environment. There is frequent pressure to meet deadlines and handle multiple projects in a day. Minimal travel.
Equipment Used to Perform Job:
Computer (PC with Microsoft Office programs), telephone, calculator, telephone, copier, fax, and printer.
Contacts:
This position works with Midwest Heritage employees, bank customers, Hy-Vee employees, vendors and outside agents doing direct business with Midwest Heritage.
Confidentiality:
This position has the responsibility to protect the privacy and confidentiality of customers, employees and bank/insurance/financial information at all times.