Heartland Financial USA

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Customer Care Representative I

at Heartland Financial USA

Posted: 7/15/2019
Job Status: Full Time
Job Reference #: 19-0378

Job Description

Heartland Financial USA, Inc. is 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 team members and external customers regarding a variety needs. Main objective is to project the professional organizational image through telephone, electronic (e-mail), social media, chat and written interaction with the both HTLF member bank employees and customers. The Customer Care Rep I must adhere to all bank policies and procedures.

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 department’s 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.


SUPERVISORY RESPONSIBILITIES: This position does not have supervisory responsibilities.

 
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.

9.  English and Spanish speaking preferred.

Scheduled Weekly Hours:

40

Time Type:

Full time

Founded in 1981, Heartland Financial USA, Inc. is a multi-billion multibank holding company offering uniquely different banking solutions for business and personal clients. Heartland's independent community banks are chartered in the Midwestern, Southwestern and Western United States.


The Heartland vision is to differentiate itself by highlighting its uniqueness as a commercial banking organization supported by a strong retail delivery system. As one of the top 100 bank holding companies nationwide, Heartland delivers high-quality financial products and service to clients in the Midwestern, Southwestern and Western United States.

Heartland's common stock is traded through the NASDAQ® Global Select Market System under the symbol "HTLF."

EOE/AA Employer · M/F/Disabled/Vet

Member FDIC · Equal Housing Lender

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



Posted 30+ Days Ago

Full time

19-0378

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!