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Title

Customer Support Center Representative 

Category Customer Support Center  
Description

Summary:  Customer Support Center Representatives are the “Voice” of River Valley Bank.  They answer incoming telephone calls, determine purpose and need of callers, assist customers with requested information, transfer calls to appropriate personnel or departments as necessary and continually look for opportunities to deepen or create relationships with new and existing customers.

Essential Duties and Responsibilities:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Essential duties and responsibilities include the following:

  • Provide exceptional customer service and assist the department in meeting sales and service goals while answering incoming telephone calls through the Customer Support Center (CSC).  Employees in this position will answer on an average 100 or more calls and spend approximately 80-90% of their day on the phone.
  • Responsible for bank and non-bank referrals, establishing and maintaining quarterly and yearly goals which including product referrals, (i.e. Consumer and Business Loans, Mortgages, Wealth Management, and Insurance and Benefits).
  • Identify and develop customer’s needs by probing and asking questions about products and services that customer may value in obtaining with River Valley Bank.
  • Using professional language while speaking with internal or external customers. Listening to key indicators on lifestyle changes that may be arriving for each customer.
  • Complete account research per customer’s request.
  • Develop thorough knowledge of RVB products, services and processes; remain versed on all marketing initiatives and any communications distributed to RVB customers.
  • Demonstrate a through knowledge of RVB products and services, including Net Teller, Bill Pay, Credit Cards, Check Cards, E-Statements, Electronic Banking, Bank at Work, etc.
  • Responsible for setting up and resetting Net Teller Accounts, working with and solving check card issues and processing credit card payments.
  • Retrieves messages from Customer Support Center voice mail and forwards to appropriate personnel; transfers calls to voice mail when appropriate personnel are unavailable.
  • Performs other clerical duties as needed, such as filing, photocopying, and collating.

Other Responsibilities:

Perform other related duties as required or assigned that are in the spirit of this job description and position as necessary for the Bank and the Department to function effectively.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Education/Experience:

High school diploma or general education degree (GED); or one to two years customer service, call center experience and/or training; or equivalent combination of education and experience.

To perform this job successfully, an individual should have basic computer knowledge of Windows and Microsoft Office software (Outlook, Word, and Excel) and advanced keyboarding and ten-key skills.

 
Location Admin Center, Wausau, WI  
About the Organization At IncredibleBank, we believe in our employees, our customers, and the impact we make in our communities. When your name is Incredible, it's a lot to live up to! And we feel it.

Because of that, we continually look to raise the bar, expect more out of ourselves and each other, break out of "traditional banking," and make our mark in an industry that needs a good shake-up! It's #HowWeIncredible  
EOE Statement IncredibleBank is an Equal Opportunity Employer. We will consider applicants for our positions without regard to any category protected by applicable federal, state, or local law, including but not limited to: race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification.  

This position is currently not accepting applications.

To search for an open position, please go to http://IncredibleBank.appone.com



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