Customer Support Specialist; On-site Banking Call Center

Customer Support Specialist (On-site Banking Call Center)

If you need accommodations due to a disability, contact Heritage Bank for an alternative application process.

Regular full‑time Call Center, Burlington, WA, US. 1 attachment.

Posted 6 days ago – Requisition

Heritage Bank has an exciting opportunity to join our organization. Are you a friendly and helpful customer service professional who can expertly handle high‑volume inbound calls while documenting call notes and thrives on finding solutions for customers? If so, apply today to learn more about this great opportunity!

Position:
Customer Support Specialist (Banking Call Center) at our Burlington Administrative Center. In this role, you welcome callers, process financial requests, maintain thorough knowledge of our products and services, and refer customers to solutions that meet their needs.

Schedule:

Full time, Monday–Friday 8:00 a.m. – 5:00 p.m. and rotating Saturdays 9:00 a.m. – 1:00 p.m. Flexibility is required for training and staffing coverage.

This position is fully onsite in Burlington, Washington.

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, you may be considered for Level I, II or Senior.

• 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; respond to customer inquiries and determine 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.
• Apply superior decision‑making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, staying 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 transfer customer calls to appropriate specialist(s), or for escalated issues, to additional specialists for further research or resolution.
• Assess customer and prospective customer needs by telephone to meet their needs consistently and effectively to build customer relationships.
• Actively participate in marketing and sales promotions, and recommend and refer bank products based on customer needs. Participate in training programs to enhance knowledge and referral abilities.
• Acquire working knowledge of, and ensure bank activities, and job responsibilities are performed in compliance with, all state and federal banking laws and regulations.
• Understand and comply with all policies, procedures, standards and guidance relevant to assigned job responsibilities.
• Protect and maintain confidentiality with all customer financial data when handling customer requests and transactions.
• Account maintenance for customer deposit accounts, including adjustments, research, and file maintenance.
• Contribute to the success of the Customer Service Center Department with a willingness to share in all department responsibilities.

• High School Diploma or equivalent – required. Job‑specific and/or ongoing participation in Bank‑sponsored education may be required.
• Level I – Minimum 6 months to a year of recent experience in retail banking and/or bank operations, emphasizing exceptional customer service within a financial services and/or service center industry – required.
• Level II – 2+ years recent experience in retail banking, bank operations and/or a service / call center environment, with working knowledge and experience in multiple functions including online/electronic banking, account maintenance, billing questions and research, regulatory compliance, operations, and phone…