Position Title: Call Center Representative, Part-Time

Location: Nampa, Idaho Corporate Office

Job Number: 10-11

Salary Range: Commensurate with experience & skills

Summary:

Part-time, 20 hours per week. Work schedule is Mondays from 10:00 a.m. -2:00 p.m.; Fridays from 9:00 a.m. -6:00 p.m. and Saturdays from 9:00 a.m. -5:00 p.m.

The Call Center Representative's primary responsibility is to answer calls within established guidelines. The Call Center Representative is responsible for interaction among customers and bank personnel, and employing consultative sales and service skills to offer a wide variety of banking products and service solutions based on individual customer needs. The Call Center Representative processes customer transactions, researches and resolves customer inquiries by completing maintenance on Bank systems per policy and procedure. Handles any upset or angry customers in a professional and courteous manner, resolves customer issues as needed, and ensures complex customer issues are escalated for resolution.

Essential Duties and Responsibilities:

• Engages in business/customer development activities and solicitation of new business/customer prospects.
• Develops and maintains a need based sales approach using effective cross-selling, customer service, and sales techniques.
• Responsible for incorporating and maintaining sales guidelines into daily job requirements. Provides prompt, courteous, and friendly service and actively makes sales or sales referrals for other Home Federal products and services.
• Responsible for account maintenance including address and phone number changes, stop payments and account transfer of funds.
• Maintains strong personal knowledge of Home Federal products and services. Identifies customer needs and proactively recommend products and services that fill those needs.
• Operates within the established customer service standards to meet handle times, hold times and quality assurance standards.
• Processes and completes customer requests on debit card inquiries, rate information, address changes, verifications of deposit, ordering checks, transfers, combined statements, stop payments, online banking, and Health Savings Account inquiries.
• Provides a full range of assistance to customers, sells and cross-sells bank products and services, educates customers on the features and benefits of Bank products and services, opens new accounts and assists customers with completing loan applications.
• Researches and processes customer phone inquiries by performing computer file maintenance on customer accounts, with proper documentation, as established within Bank guidelines.
• Ensures all individual Call Center escalations are routed to Call Center Manager or Lead and are completed in a timely manner.

Position Requirements:

• Must be 18 years old with a High School diploma or general education degree (GED).
• Must have a minimum of 1 year successful experience in:
• A call center environment (preferred); or
• Business-to-business or direct-to-customer sales activity in Banking or Financial Services; or
• Inside sales, outside sales, or telesales experience in any industry.
• Ability to proactively assess customer needs and determine qualifications for various product offers
• Excellent communication and interpersonal skills; bi-lingual skills a plus.
• Good PC skills with a solid understanding of PC navigation and software use.
• Have a pleasant and professional telephone manner.
• Have demonstrated problem-solving skills.
• Have the ability to cross-sell and explain all operation products and services with confidence.
• Have the ability to deal with difficult problems involving multiple facets and variables in non-standardized situations.
• Be a team player who will adopt and share best practices among peers.
• Display a commitment to quality and be motivated to meet and exceed goals.