Call Center Representative I

Full-time, on-site role within the Isabella Bank footprint with potential for hybrid work (2 days per week) after the training period.

About the role

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 and recommending products and services to fit customers’ needs.

Responsibilities

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

Requirements

• 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.