Customer Support Specialist; On-site Banking Call Center

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.

As part of our team you’ll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually
* and eight hours of paid sick leave per month*, while also enjoying 11 paid holidays each calendar year, and an annual float day.
* pro-rated from start date, and/or hours worked.To view Benefits Summary:
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Position Overview:

Are you a friendlyand helpful customer service professional? Can you expertly handle high-volume inbound calls while documenting call notes? Do you thrive on finding solutions for your customers? If so, apply today to learn more about this great opportunity!

Heritage Bank is seeking a Customer Support Specialist (Banking Call Center) at our Burlington Administrative Center in Burlington, WA.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 – Friday8:00 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.

The successful candidate will be able to:

• 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 escalate 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.
• Assesses 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.

Requirements:

• High School Diploma or…