Customer Support Specialist (On-site Banking Call Center

Heritage Bank has an exciting opportunity to join our organization! Are you a friendly and 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. 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 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 and experience, Customer Service Center Representative (Customer Support Specialist) I, II or Senior may be considered.

• 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.
• Apply superior decision making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, 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, as needed.
• Assess customer and prospective customer needs by telephone to meet their needs in a consistent and effective manner 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.
• Gain 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, researching and file maintenance.
• Contribute to the success of the Customer Service Center Department with 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, with emphasis on providing 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…