German American Bancorp and its family of financial services companies employ talented, compassionate people throughout the organization, truly making German American special. Delivering genuine, customized, personal service with a focus on truly serving customers and communities well, our employees bring the Shield of Excellence commitment to life with each and every interaction.Job
Summary: Respond to a variety of incoming customer inquiries utilizing various resources in a call center environment. Communicate responses, at times complex and difficult, to customers in a clear and professional manner to contribute to their overall satisfaction with the product and or service provided. Take ownership of each inbound inquiry by bringing prompt and accurate resolution to exceed customer expectations.
Salary Range: $12.40 - $23.03 per hour
Answer incoming customer questions regarding account details, Bill Pay, Fraud or Reg-E transaction disputes, as well as troubleshooting for our Online and Mobile Banking services.Request support from other areas of the bank or engage subject matter experts as required to obtain the required information to respond to customers questions.Exceed customer expectations by successfully establishing customer rapport, setting appropriate expectations, asking probing questions and delivering on all commitments in a team based environment to contribute to customer satisfaction.Communicate complex and difficult responses to customers as required, in a clear and professional manner to ensure their understanding and contribute to their satisfaction with the product or service provided.Leverage the escalation process appropriately to address customers that require further assistance.Complete all responsibilities in a manner compliant with applicable laws and regulations and or that help the company be compliant with the laws and regulations.Navigate multiple systems to retrieve account information required to formulate complete and accurate responses that address customer inquiries.Promote a team atmosphere that supports diversity and reflects the German American Brand.Communicate effectively to a broad range of customer types including difficult and or elderly callers.Understand and adhere to Company and Customer confidentiality.
Nature and Scope: The Contact Center delivers both incoming customer service and technical support in a team environment. This position provides customer service support to all retail banking center customer calls. To perform this job, an individual must be able to perform each essential duty satisfactorily.
Schedule: Must be available to work a flexible schedule based on department needs. The hours of operation are as follows:Monday–Thursday: 8:00am – 6:00pm ESTFriday: 8:00am – 6:30pm ESTSaturday Rotation: 8:00am – 12:00pm EST
Minimum Qualifications Required:
High School Diploma Min. 1 years’ customer service experience (phone and/or in person)A background that shows solid longevity and dedication to past positionsProven verbal and written communication skillsProven ability to meet and/or exceed set goals and targetsProven problem- solving skillsProven interpersonal skillsExcellent data entry and typing skillsTechnical troubleshooting aptitudeGood organizational and time management skillsStrong PC proficiency Excellent attention to detailMust be a team player who can also work well independentlyUses sound decision making and judgement skillsAppropriately applies and interprets existing rules, regulations, Policy and Procedure
Ideal Qualifications Preferred:
Preferred Associates’ degreePreferred 1 years’ call center experiencePreferred 1 year’s banking experienceKnowledge of computer systems and ability to navigate the intranet/internet and multiple systems and applications efficientlyAbility to manage challenging situations
This position will be located at:Jasper Operations Center or Evansville Vogel Rd
Location/Region: Jasper, IN (US)