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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


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.


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.


  • 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.


  • 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


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