Customer Service Representative - Call Center

Deerwood Bank is hiring a full-time Customer Service Representative – Call Center (36+ hours per week) to work at our Brainerd location. This position delivers professional and efficient customer service to Deerwood Bank customers and employees via digital channels (phone/electronic communications).

Responsibilities

• Respond to customer inquiries and perform requested actions regarding their accounts.
• Manage and defuse calls to effectively communicate, identify, and resolve problems in the best interest of Deerwood Bank and the customer.
• Be familiar with and understand all bank products and services to identify customers’ needs.
• Determine the risk or urgency of customer calls and escalate as needed.
• Follow specific guidelines to properly verify customers and protect customer confidentiality.
• Explain banking rules and regulations that affect customer accounts.
• Process requests for stop payments, address/phone/email changes, debit card orders and maintenance, research requests, and check orders.
• Review mobile deposits and handle or obtain approval for mobile deposit exceptions.
• Intake customer disputes (ACH, check, and debit card), complete dispute forms, and communicate information to appropriate branch locations for customer signatures.
• Handle customer questions regarding online/mobile banking, including assisting with access issues, password resets, bill pay, mobile deposit, and related features.
• Review and complete online account applications, openings, denials, second verifications, and related communication with customers.
• Respond to customer emails, handle returned mail, document scanning, and other projects as assigned.

Requirements

• High school diploma or equivalent plus 3+ years of banking customer service or related experience.
• Prior or current internal work experience at Deerwood Bank preferred.

Skills

• Excellent knowledge of bank operations, account transaction flow, system capabilities, controls, and data and item processing.
• Strong analytical skills and the ability to decipher complex problems to recognize and resolve errors.
• Strong knowledge of all bank products, services, and policies.
• Alertness to fraudulent activity, dishonesty, questionable behavior, or improper handling of accounts; report to appropriate personnel.
• Proficiency in operating office equipment, including personal computer, phone system, fax, scanner/copier, printer, and software applications (spreadsheets, databases, presentation software).
• Strong interpersonal skills, attention to detail, positive attitude, and pleasant personality.
• Excellent oral and written communication skills.
• Ability to display independent judgment and demonstrate organization, prioritization, adaptability, and flexibility.
• Ability to work in a fast-paced environment, be a quick thinker and learner while maintaining a high degree of accuracy.

Schedule

• Monday–Friday: 7:30 AM–6:00 PM (shift rotation).
• Saturday: 8:30 AM–12:00 PM (on rotation).

Pay

Starting pay rate: $19.50–$21.00/hour.

Benefits

• Medical insurance, including virtual telemedicine and mental health counseling.
• Health Savings Account.
• Flexible Spending Account (health, limited purpose health, and dependent care).
• Dental insurance.
• Vision insurance.
• Life insurance (basic and voluntary).
• Short-term disability insurance.
• Long-term disability insurance.
• Adoption Assistance Program.
• Employee Assistance Program.
• Paid Time Off (PTO).
• Paid Volunteer Time Off.
• Paid holidays.
• 401(k) with company match (eligible on the first of the month following 2 months of employment).
• Financial wellness education.
• Free or reduced fees for banking products and services.
• Employee Referral Bonus.