131 Main St, Hills, IA 52235, USA | Hourly | 18.50 per hour | Full Time SCHEDULE: Full-time; Monday through Friday with availability between (7:00 am – 6:00 pm), and a Saturday morning rotation from (8:00 am – 12:00 pm) Average 40 hours per week. LOCATION: 131 E Main St, Hills, IA 52235 SCOPE: Provide superior service to customers while working to meet their financial needs via channels such as telephone, email, and chat. ACCOUNTABILITIES: Customer Support: + Handle customer telephone calls and respond to secured and unsecured email inquiries directed to Hills Bank at a quality level that meets or exceeds customers' expectations. Customer inquiries and requests may include, but are not limited to: + Account balance and transactional information + Check and debit card orders + Funds transfer, account closure, and other transaction requests + Wire transfer requests + Support of bank services (cards, mobile banking, online banking, etc.) + Basic maintenance and account updates + Xpress transfers + General product inquiries and needs + Maintain excellent knowledge of products and services offered by the bank in order to answer questions effectively and recognize sales opportunities. + Identify and correct problems/concerns as necessary while following established policies and procedures. + Maintain security of customers' accounts and confidentiality of customer information. Other Duties: + Cover Operator role as needed + Provide indirect customer support by assisting coworkers with inquiries and requests for assistance. + Participate in appropriate training in order to maintain required skills. + Perform other duties as assigned. COMPETENCIES: Customer Focus: + Respond sensitively to the needs of the customer and take the appropriate action to meet their needs on a timely basis. Communication: + Effectively express thoughts verbally and in written form; actively listen to others. Able to defuse stressed or angry customers and maintain professionalism in all interactions. Professionalism: + Project a positive image of the bank to all internal and external customers. Maintain positive relationships and work productively with many varied groups of individuals. Serve as a role model for other employees. Adaptability: + Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations. Learning Agility: + Openly accept feedback, using this along with knowledge gained to improve performance. Seek out feedback if necessary. Apply feedback to daily work habits. Problem Solving: + Uses effective problem solving techniques to handle complaints and work with situations that need to be escalated. Sales: + Must understand the role of sales in a community bank environment. Must be able to address customer needs through appropriate sales and referrals. Team Player: + Must view oneself as part of an overall team. This includes supporting others throughout the entire bank to achieve the overall goals. EDUCATION AND SPECIAL REQUIREMENTS: + High school diploma required. Prefer an associate's degree (AA) from a two-year college or technical school or bachelor's degree. + Prefer 1 - 2 years' experience in a related position. + Must be able to take initiative, accept responsibility, and work independently as well as being aware of, and part of a team environment. + This role requires skills needed in a typical office environment including computer skills, communications skills, as well as utilization of office equipment. + Must consent to remote monitoring of incoming customer telephone calls. EQUAL OPPORTUNITY EMPLOYER