Stockman Bank of Montana CENTRAL CUSTOMER SERVICE SPECIALIST in Billings, Montana
Our people, philosophy and the way we do business have positioned Stockman Bank as Montana’s premier financial center for business leaders, agriculture operators, commercial developers and real estate owners. We are a Montana-born company, built on Montana values, focused on creating long-standing relationships through integrity, expertise and results. Our offices are locally managed and community-oriented, allowing us to best serve our customers. Our workforce is well trained and competent and our work environment encourages productivity, personal growth and job satisfaction.
Position General Responsibilities:
As a phone center specialist, this position is important to the overall customer service and operations for the entire Stockman Bank system. It requires exemplary customer service skills and sufficient product and program knowledge to assist bank customers and other Stockman Bank employees with online banking, debit cards, and a few other various functions.
Education, Experience and Certification Requirements
Note: Only minimum responsibilities are listed. Other responsibilities may be required as requested by management.
Demonstrated ability to provide high quality customer service
Strong written and verbal communication skills
Good organizational skills
Concentrated attention to detail
Ability to multi-task
Ability to effectively learn computer programs necessary to perform day to day tasks
Microsoft Office experience (Word, Excel, Outlook)
Ability to learn to operate common office equipment such as copy machine and phone system
Typing skills averaging 30 wpm
High School diploma or equivalency
Previous banking experience
1-2 years customer service experience
Previous experience using ITI Software Programs
Physical and Mental Demands (The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Occasionally = 0-33% of shift Frequently = 34-66% of shift Constantly = 67-100% of shift
Constantly work under time constraints with needed ability for task management, flexibility, and performance of routine duties with attention to detail
Constantly required to hear, talk, write, read, keyboard/computer entry
Constant abilities used/required on the job are problem-solving, reasoning, memory, exercising judgment, mathematics, and estimating
Constantly stand or sit
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
Occasionally walk, stoop, kneel, crouch, climb (up ladders, etc.), balance (to reach items), or crawl
Occasionally lift and/or move up to 25 pounds
Infrequently drive a car or work extended hours
Work Environment(The work environment characteristics described here are representative of those an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Constantly works with others, around others, with customers and the public
Frequently works around noise (moderate level). The employee must have the ability to focus on tasks and customers while hearing printer/copy machines, conversations of others, music, phones etc.
Constantly works indoors, in confined areas, and is exposed to the risk of electrical shock
Infrequently the employee works alone. Infrequently works near moving objects. Infrequently exposed to outdoor weather conditions.
Company Functions and Expectations:
Selected candidate will:
gain technical knowledge and analytical skills to fulfill job duties in a positive manner
keep abreast of new and changing developments in industry/field especially as it pertains to the individual’s position
operate office equipment such as dual-line telephone, printers, copy machines, scanners, etc.
The specialist will express information/thoughts clearly and concisely in both written and verbal form. Open communication with supervisors is imperative. Response to calls or inquiries shall be prompt, effective, efficient, courteous and professional.
Expectations include organizing overall workflow and working area to best establish priorities, set goals, and meet deadlines while completing tasks accurately and efficiently. Must quickly identify problems, make timely decisions, and notify affected personnel.
The team member will be required to assist others to ensure deadlines are met and assist less experienced personnel when needed. Working well in our group environment and with the supervisor while modeling professionalism in speech and appearance are essential.
Customer Service Culture
Employees will strive for outstanding, professional and courteous service to our customers as well as all Stockman Bank branches.
Dimension of Job:
Once trained, duties will include navigation of multiple computer programs and extensive telephone/email contact and troubleshooting with external customers and other Stockman Bank employees. Having the ability to multi-task in various computer programs at one time will be beneficial in this fast-paced environment. Conduct should enhance the professional, community focused image of, and overall efforts of the bank.
Position Specific Responsibilities, Duties and Competencies
CUSTOMER SERVICE/OPERATIONAL TASKS INCLUDING:
Customer online banking setup and maintenance
Debit card transactional problem solving
Maintenance of debit card profiles
Relay customer comments and/or complaints to the Supervisor
Maintain a working knowledge of Stockman Bank's written policies and procedures as well as applicable federal regulations
Suggest other Bank services when the opportunity arises
May include levy and subpoena processing backup, or debit card dispute backup.
Various other tasks as assigned