Customer Care Rep 9:30AM-6:00PM (training starts 3 / 15 / 2021)

Posted over 1 month ago

Job Description

Dubuque Bank and Trust a growing dynamic organization with many locations offering uniquely different banking and financial solutions for businesses and personal clients. As a performance driven company, we strive to create a culture of excellence with high standards, and high values while providing outstanding growth and involvement opportunities for employees. Join a team that makes "Great Things Happen!"

Under close supervision, the Customer Care Rep I is responsible for providing excellent customer service to both internal employees and external customers with a variety of needs via inbound phone calls, emails, and chat sessions. The Customer Care Rep I will assist with questions relating to deposit accounts, debit cards, online banking, and more. This position will be supporting Heartland Financials eleven member banks over twelve different states. Heartland Financial is committed to the growth and development of employees, and this role is a great introduction to many different aspects of the company to get you started on your banking career path.

PRIMARY & ESSENTIAL RESPONSIBILITIES:


1. Responds to both internal and external customer inquiries through a variety of mediums such as: e-mails, chat, telephone, etc. in a courteous and timely manner as outlined in the departments established service levels.
2. Assists internal and external customers with troubleshooting, recommending possible solutions, or determining when to escalate a problem to management or referring to a technical expert within the area.
3. Accurately processes orders, forms, applications, and requests submitted within SLA timeframe.
4. Completes customer contact logs.
5. Recognizes and reports to management trends in internal and external customer calls that may identify system/product related issues.
6. Assists with all banking deposit product inquiries including: checking, savings, certificate of deposit, internet banking, debit card, and mobile banking.
7. Completes annual E-Learning Plan and Bank Secrecy Act (BSA) training as assigned and keeps up-to-date knowledge of BSA as it relates to the job function.
8. Performs other duties as assigned.


REQUIRED QUALIFICATIONS:
1. High School Diploma/GED
2. Business related college courses preferred
3. 6-12 months of customer service experience.
4. Experience using Microsoft Office Suite.
5. Ability to demonstrate an understanding of electronic banking services especially, but not limited to, internet banking, bill payment, mobile banking, and ATM/debit card.
6. Have previous experience using social media, instant chat, e-mail, etc.
7. Demonstrated knowledge of current technologies such as used: tablets, computers, smart phones, etc.
8. Knowledge of general banking practices preferred.

Scheduled Weekly Hours:

40

Time Type:

Full time

At Dubuque Bank & Trust we are committed to attracting, retaining and empowering talented professionals who aim to do great work and make a positive impact in our communities. Our employees are what makes us so great!

We actively contribute to the vitality of the communities where we live and work. Since 2016, our employees sit on over 60 local boards and have volunteered over 26,000 hours. Additionally, we have contributed more than $1 million in sponsorships and donations. We give back locally and play a meaningful role in moving our community forward. We know how important is it to give back and we do our part with excitement and pride!

Our Leaders are actively engaged with our employees. Our commitment to provide a positive and professional work environment is supported by a leadership team that is dedicated to help you grow and develop your career. We work closely with our employees to strategize individualized professional development plans, performance goals and professional development opportunities. In addition to a competitive benefits package that includes a health and retirement plans; we also offer tuition reimbursement, student debt assistance, pet insurance and much more!

Dubuque Bank & Trust, is focused on a strong and robust diverse environment in which all team members feel valued. While building a team that lives our mission statement every day of enriching lives one customer, employee and community at a time.

EOE/AA Employer M/F/Disabled/VetMember FDIC Equal Housing Lender

Employment at Heartland Financial USA, Inc. is employment at will



Posted 2 Days Ago

Full time

20-1143

06586488

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