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Hills Bank Support Specialist in Hills, Iowa

Support Specialist

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  • Hills, IA, USA

  • Full Time

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SCHEDULE: Full-time; Monday through Friday rotating weekly shift from 8:00am-4:30pm; 8:30am-5:00pm; and 9:00am-5:30pm, including a 1 of 6 Saturday rotation

SCOPE:

The Support Specialist is responsible for supporting products/services to existing internal staff and external customers. This individual will need to learn the most sophisticated and difficult trouble-shooting techniques associated with the customer service functions of the bank. Individual will have a thorough knowledge of all bank products and services in order to perform tasks independently with little direction from their supervisor and to be able to assist others.

ACCOUNTABILITIES:

Support Management:

  • Serve as a resource for employees and customers by responding to telephone, email, and in-person inquiries in an accurate, thorough, and timely manner. Topics supported include, but are not limited to:

  • Procedural questions related to maintenance and troubleshooting.

  • Extensive knowledge of the features and benefits of products and services offered by the bank.

  • General user support for systems typically utilized by branch employees and customers and to perform the most sophisticated, challenging, and difficult activities related to troubleshooting the applicable program.

  • Password resets for systems managed by the department.

  • Maintain favorable customer relations and ensure the most positive relationships exist between the Bank and its customers and employees.

  • Will require being logged into the support services automatic call distributor (ACD) group and handling support questions as they come in. Calls will be logged and monitored.

  • Dispute process and review.

  • Work directly with staff and our customers, both commercial and retail, on the implementation of new products and services offered by Hills Bank and Trust Company.

  • Support staff by helping explain the features and benefits of the products and services offered by the Bank.

  • Coordinate and implement services by completing the necessary paperwork, setting up product and providing training to customer either on-site or remotely.

  • Support and review compliance and regulation requirements.

  • Ongoing support of products and services offered:

  • Managing the CRM queue to ensure prompt completion of work.

  • Participate in testing of banking systems for upgrades, implementations, and routine review.

    • Maintain employee resources:
  • Work individually or with others to create and/or update resource materials, intranet/knowledge base content, and other tools that may be used by bank employees to get answers to their questions and assist customer accurately and efficiently.

  • Work with appropriate parties to pass along suggestions for process improvement based upon scenarios encountered while providing support, and subsequently play a role in implementation as appropriate.

  • Contribute and coordinate internal communication, including but not limited to the weekly Ops Call.

  • Ongoing follow up

  • Contact staff and customers in respect to service issues that are generated by others.

  • Follow up with staff and customers on issues that we may discover internally.

  • Perform post-sales and implementation follow-up with commercial customers.

  • Coordinate onsite consultations with business customers who currently use our commercial products and address areas of concern.

  • Manage audit and compliance visits with customers based off risk scores.

  • Request updated risk based questionnaires.

Other:

  • Perform other duties as assigned.

  • Assist with overflow as needed during periods of short staffing or high volume.

  • Maintain educational and professional expertise through attendance at job-related seminars, conferences, and workshops.

  • May be assigned to other roles or functions as needed based on work volume and strategic priorities of the bank.

EDUCATION AND SPECIAL REQUIREMENTS:

  • Associate's degree (A.A.) from a community college or technical school, or 2-5 years customer service and banking experience, or the equivalent combination of education and experience.

  • Must be flexible, take initiative, project a high level of enthusiasm, make decisions, accept responsibility, have the ability to work independently, and able to accept feedback and consider the opinions of others.

  • This job requires skills needed in a typical office environment. This includes computer skills, communication skills, as well as utilization of office equipment.

  • Valid driver's license

    EQUAL OPPORTUNITY EMPLOYER

Our goal is to keep our employees and customers safe. Until further notice, we have implemented the following requirement for our current and future employees.

A face mask or face shield MUST be worn by ALL employees:

+ + When entering and exiting the facilities

  • In the lobby

  • For all meetings with a customer(s) present

  • For employee-only meetings in an office or conference room where plexiglass and/or distancing are not possible

  • Whenever you are away from your workstation or office

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