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Customer Support Center Representative 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Category Customer Support Center  

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 include the following.  Other duties may be assigned. 

·    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:

·    Performs other duties of a similar nature or level as assigned. 

 Supervisory Responsibilities:

This job has no supervisory responsibilities.


Position Requirements


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


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.

 Certifications and Licenses:

No certifications needed

 Language Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

 Math Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to computer rate, ratio, and percent.

 Reasoning Skills:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

 Computer Skills:

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.

 Performance Factors:

To perform the job successfully, an individual should demonstrate the following competencies:

 Product Knowledge:

·    Individual possess and demonstrates the ability to knowledgably, effectively and professionally communicate product information to new and existing customers.  The degree to which the benefits and features of products are effectively and appropriately utilized as a sales tool.

Customer Service:

·    Individual demonstrates a positive and helpful attitude toward customers (internal and external), understands their importance to River Valley Bank and understands how his/her job affects customers; establishes and maintains good relationships through interactions or work completed; projects a positive and professional image of River Valley Bank; Provides "WOW" customer service: Win every customer over, take Ownership of every customer issue and have a Wonderful time doing what you do.”

Communication Skills:

·    Written - Individual writes clearly and concisely with little need for editing (includes spelling and grammar). Oral - Expresses self in speech as to be clearly and completely understood; adheres to RVB Telephone Standards; supports a favorable environment for open communication; addresses concerns or problems in an open non-defensive manner; conveys self-confidence and knowledge of subject in speaking to customers. Listens - Is attentive and transmits correct information to appropriate people; accepts constructive feedback.

Job Knowledge:

·    Individual possesses and demonstrates the technical ability to perform required duties, is practical in applying knowledge to assignments, and maintains expertise by keeping current with new developments and procedures.

Attention to Detail:

·    The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.

Problem Solving:

·    The ability to define and offer solutions to resolve problems. Uses knowledge of the organization to identify helpful resources.


·        The level of trustworthiness, character, professionalism, confidentiality, and honesty in dealing with internal or external customers.

 Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

 The noise level in the work environment is usually moderate. Some travel may be required.

Physical/Mental Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

 Specific vision abilities required by this job include Close vision. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk.

 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Full-Time/Part-Time Full-Time  
Shift Days  
FTE 1.0  
New or Replacement New  
Number of Openings 1  
Exempt/Non-Exempt Non-Exempt  
Req Number CUS-13-00002  
Location Admin Center, Wausau, WI  
About the Organization River Valley Bank is excited at the prospect of YOU joining our team. We are an Incredible Organization with a passion for our customers and our employees.
Any candidate that would like to review our Equal Employment Opportunity/Affirmative Action Policy Statement, please CLICK HERE to open.

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