Customer Support Specialist; On-site Banking Call Center

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Regular Full-Time Call Center Bremerton, WA, US

Heritage Bank has an exciting opportunity to join our organization!

Heritage Bank is seeking a Customer Support Specialist (Banking Call Center) at our Bremerton Branch. Individuals in this role help customers by providing a warm welcome and greeting to everyone who calls in for assistance, and will process a variety of financial requests, while learning and maintaining a thorough knowledge of the Bank's products and services, to inform customers of other bank services that will meet their current and future needs.

This position is Full Time; typical schedule is Monday – Friday 8 :00 a.m. to 5:00 p.m . and rotating Saturdays 9:00 a.m. to 1:00 p.m. Flexibility is required to ensure adequate staffing for training or employee absences.

This position is fully onsite in Bremerton, Washington.

Base Salary Range:

Level I- $20.00 - $21.62 - $24.84 per hour

Level II
- $22.00 - $22.70 - $26.87 per hour

Senior
- $23.00 - $23.84 - $28.61 per hour

Depending on qualifications and experience Customer Service Center Representative (Customer Support Specialist) I, II or Senior may be considered.

The Role at a Glance:

• Provide exceptional service to internal and external customers in accordance with the Heritage Bank Service Standards.
• Build and maintain strong relationships with all internal and external customers.
• Perform and/or assist with a full range of customer service oriented telephone activities; responds to customer inquiries and determines appropriate response or direction for the caller and customer escalations, as needed.
• Resolve online service customer requests through research and navigation within the organization, or escalation to an appropriate resource.
• Investigate and resolve problems for employees and customers via telephone or in person and elevate to management as appropriate.
• Ability to consistently apply superior decision making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits.
• Work effectively with other branches and departments as necessary for customer inquiry/problem resolution.
• Follow up on customer inquiries not immediately resolved. Accurately and efficiently transfers customer calls to appropriate specialist(s), or for escalated issues, as needed, and/or for additional research or resolution.
• Assess customer and prospective customer needs, by telephone to meet their needs in a consistent and effective manner to build customer relationships.
• Actively participates in marketing and sales promotions, and recommend and refer bank products based on customer needs. Participates in training programs to enhance knowledge and referral abilities.
• Gains working knowledge of,and ensures bank activities, and job responsibilities are performed in compliance with, all state and federal banking laws and regulations.
• Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities.
• Protects and maintains confidentiality with all customer financial data when handling customer requests and transactions.
• Account maintenance for customer deposit accounts, including adjustments, researching, and file maintenance.
• Contributes to the success of the Customer Service Center Department with willingness to share in all department responsibilities.

Core Skills and

Qualifications:

• High School Diploma or equivalent - required. Job-specific and/or ongoing participation in Bank sponsored education may be required.
• Level I- Minimum…