HomeStreet Position

Pay & Benefits

• $20.00 - $31.83 hourly
• AIP/Bonus: up to 5%
• Comprehensive employee benefits program including:
• Medical, prescription, dental, and vision coverage
• Life Insurance, AD&D, and Disability benefits
• Health Savings Account with employer contribution
• Flexible Spending Accounts for Healthcare and Dependent Care
• 401(k) and Roth 401(k) with company contribution
• 529 Education Savings plan, Tuition Reimbursement Program and Student Loan Assistance Program
• Supplemental Health plans, Voluntary Legal and Identity Theft Services
• 11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 16 hours of paid volunteer time throughout the calendar year
• Free personal checking and savings account; Discounted rates on primary residence loan with $0 origination fees (restrictions apply)

Qualifications

• High School diploma or equivalent required
• Minimum of 1 year experience as a call center representative with referral and service functions experience in a bank or financial institution required
• Minimum typing speed of 50 wpm
• Bilingual (Spanish) candidates preferred but not required
• Excellent human relations and communications skills
• Professional in appearance and in verbal communication
• Demonstrate teamwork in facilitating workflow

Skills

• Effective and professional telephone skills
• Questioning and listening skills that support effective telephone communication
• Ability to cope with pressure resulting from meeting required productivity levels and deadlines
• Ability to protect and maintain confidential information
• Use judgment and reasoning skills to solve customer service problems within designated authority

Requirements

• Maintain a solid understanding of the products and services being offered
• Handle a variety of customer service and referral calls and chat interactions in a prompt and courteous manner to meet and exceed established goals
• Support the contact of bank customers and prospects through phone, electronic and chat channels to market an array of financial products and services
• Utilize chat library and other tools to communicate with customers in accordance with the bank compliance and other processes
• Provide telephone support for customers requiring assistance with both traditional and electronic banking products
• Collect information about service problems or customer complaints and escalates customer disputes to the appropriate manager for resolution if necessary
• Complete research and resolves documentation errors or discrepancies
• Forward more complex problems to management, as required