Horizon Bank
  • - Call Center
  • Michigan City, IN, USA
  • Full Time

Summary
The position is set in a fast-paced environment and requires the ability to provide exceptional service through active listening of customer requests and providing the service or transitioning the call to another advisor who will take ownership of the customer's request.


Duties
Assist customers with inquiries and establish a rapport to understand their service needs.

Learn about all company products and procedures to respond to customer inquiries.

Manage a high volume of calls and emails on a daily basis and prioritize follow-through.

Maintain confidentiality and sensitivity in all aspects of internal and external contacts.

Share knowledge of bank products, features & benefits, with customers.

Refer additional bank products & services by recognizing customer needs or asking for additional information.

Processing check orders, stop payments, account maintenance, transfers, check and statement copies, or other account needs.


Qualifications
Minimum of two years of customer service experience with significant phone and online customer service experience preferred.

High school diploma or equivalent required.

Ability to communicate clearly and effectively over the telephone with customers and co-workers.

Provide strong customer service and problem solving skills while responding to inquiries with tact, diplomacy and patience.

A good working knowledge of computers, including Microsoft Office and the ability to navigate the Internet.

Escalate customer issues appropriately and correctly based on department guidelines.

Maintain high quality of work, with excellent attention to detail.

Appropriately handles complaints regarding service, and routes them to the proper personnel for resolution.

Maintains quality and productivity at or above published standards for skill group.



EEO Employer/Vet/Disabled

Horizon Bank
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