Position Title: Call Center Representative

This role will require being available for on-site work within the Isabella Bank footprint with a potential to work hybrid 2 days of the week after the training period.

Reports To: Call Center Manager

General Purpose:

Provide professional and courteous customer service and sales support to both internal and external customers calling into the Call Center at Isabella Bank. The goal is to educate, assist, and provide quick and efficient service while building strong relationships with customers over the phone, including referring to and recommending products and services to fit the customers’ needs.   

Responsibilities:

• Answer a high volume of incoming calls and digital requests to the bank with enthusiasm, transferring to other departments and employees when necessary.
• Research and resolve customer inquiries and disputes in a timely and professional manner.
• Able to build relationships and educate customers about the bank’s products and services.
• Look beyond the initial contact questions to gain in-depth and detailed understanding of each customer’s needs and refers bank products and services.
• Assist customers with disputes, transfers, deposits, loans, card and online/mobile banking inquiries as well as maintenances to accounts.
• Provide technical support to customers to assist with online banking, mobile banking and opening of accounts online.
• Perform duties in an efficient, professional and courteous manner.
• Perform special projects as needed.
• Other duties as assigned

Education/Experience

• High school diploma or GED required
• Two years of customer service experience required
• Minimum of one year of banking experience preferred
• Basic knowledge of banking products and services including online and mobile banking

Skills

• Exceptional written and verbal communication skills
• Demonstrated ability to deliver exceptional customer service experiences
• Strong problem-solving skills
• Ability to effectively collaborate within and across teams and departments
• Ability to effectively shift between tasks and communications
• Strong computer skills including knowledge of Microsoft Office
• Dependable, self-motivated and strives to fulfill the Isabella Bank vision
• Positive and enthusiastic attitude

Isabella Bank is an AA/EEO employer.