Call Center Representative Job Aurora area,Illinois USA,Customer Service/HelpDesk

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. Our Passion is to remain a locally‑owned, independent community bank that strengthens the places we call home, one relationship at a time.

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 or chats 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. Provides answers and responds appropriately in a patient, thoughtful manner.

Maintains a working knowledge of bank operations, products, services and policies, including electronic‑based applications, and communicates information to customers in clear and simple terms.

Communicates 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.

Resolves customer complaints by investigating and researching complicated issues and responding back to the customer the same day.

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

Demonstrates sound judgment and exercises discretion while resolving issues and problems.

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

Calls 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. Refers service deficiencies to other appropriate staff for resolution and documents issues on the Quality Control Report.

Reviews and verifies the accuracy of data maintenance related to deposit and individual retirement accounts.

Enters and retrieves customer data using applicable software.

Prepares reports and correspondence as needed.

Supports the overall objectives of the bank.

Performs other duties or functions as assigned.

This is an on‑site position working 40 hours per week, depending on coverage needs. Ability to work a Saturday morning rotation is required.

Work is done in a typical office environment with moderate noise levels and temperatures. Requires the ability to operate a multi‑line telephone using a headset, as well as all types of typical electronic office equipment such as computers, copiers, fax machines and scanners. Primarily a sedentary position, but requires occasional standing, walking, lifting, carrying, bending, kneeling, stretching, stooping and manual dexterity using hands and fingers (for computer keyboard operation).

Requires ability for extensive reading and viewing of paper documents and computer screens.

REQUIREMENTS

18 years of age or older
Two or more years of appropriate experience in customer service, banking industry preferred.
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.
Able to recognize issues of significance and prioritize work.

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.

This is an hourly, non‑exempt position with an expected pay range of $17.00 - $21.00. This is a best estimate of the pay range, but the hourly…