Customer Service

Heartland Bank
Job Description
Heartland Bank , ranked #57 by American Banker Magazine on the top 200 Community Banks and Thrifts list, is growing! We are seeking career minded individuals to join our team. Our Hilliard, Whitehall, and Licking County (Newark, Croton, Johnstown) branches are looking for high integrity, customer service minded bankers!
FLSA Job Classification : Non-Exempt
Status: Full Time, 40 hours per week, occasional overtime
Reports To: Market Leader/Branch Management
% of Travel: <5%

Summary
Provide both existing and prospective clients with efficient and accurate service while developing strong professional relationships to assist in understanding their individual needs and promoting business for the bank through cross selling and referrals. Have working knowledge of all CSR responsibilities, new account opening and consumer lending.

Essential Functions
  • Develop and grow customer relationships through sales initiatives using industry and Heartland Bank specific product knowledge .
  • Perform transactions which include, but are not limited to, processing customer transactions, opening and closing accounts, performing maintenance of all consumer products, handing lending requests, and utilizing the cash recycler technology while following established policies and procedures.
  • Manage and balance assigned cash supply throughout the work day.
  • Comply with the Universal Banker sales performance and difference standards.
  • Greet customers promptly in the lobby or on the phone, identify their immediate needs and utilize branch workflow procedures to provide the highest level of customer service.
  • Complete routine on-boarding requirements for new accounts.
  • Assist the team in reaching established production, sales, cross sell and operational goals.
  • Complete necessary daily, weekly, and monthly reporting.
  • Refer business opportunities to various individuals throughout the institution for services such as investments, mortgage lending, commercial lending, and cash management.
  • Attend required meetings or training in order to enhance skill sets and effectively communicate pertinent information to branch staff.
  • Follow established security procedures, as well as ensure customer information is safeguarded at all times.
Competencies
  • Customer Service : Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follows up to evaluate customer satisfaction; measures customer satisfaction effectively; commits to exceeding customer expectations.
  • Display High Integrity and Honesty : Lead by example, model core values, follows through on commitments.
  • Accountability : Holds self and others accountable for measurable high-quality, timely and cost effective results.
  • Interpersonal Skills : Treats others with courtesy and respect. Ability to get along with others in a professional capacity.
  • Reliability: personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments.
  • Attitude towards others : Maintains a positive, open, and objective attitude towards other points of view and perspectives.
  • Sales Acumen: Having an insight, a perception, a sharpness to accomplish overcoming buyer resistance, asking great questions, presenting solutions in the form of a dialogue, and obtaining commitment. Ability to understand how all of these moving parts work together to make deals come together.
  • Cash Handling: Ability to accurately count, balance, and secure currency and coin; provide change; follow procedures to identify characteristics of counterfeit currency.
  • Drive for Results* : Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence. Shows a passion for improving the delivery of services with a commitment to continuous improvement. Focuses not only on results but the processes and motivations used to achieve them.*
  • Communication (Open, Oral and Written) : Creates an atmosphere in which timely and high-quality information flows smoothly within the organization; encourages open expression of ideas and opinions. Effectively transfers thoughts and expresses ideas orally or verbally in individual or group situations.
  • Self-Motivated/Ability to Work with Little or No Supervision : Highly motivated self-starter who takes initiative with minimal supervision.
  • Collaboration : Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties.
  • Attention to Detail : Thoroughness in accomplishing a task through concern for all the areas involved, even the minute details. Monitors and checks work or information and plans and organizes time and resources efficiently.
Supervisor Responsibilities
  • None
Work Environment
  • Climate controlled office environment.
Physical Demands
  • Vision (up close and distance >2/3 of the time)
  • Hearing (in person and via telephone)
  • Stoop, Kneel, Crouch and Crawl (<1/3 of the time)
  • Stand, Sit and Walk (1/3-2/3 of the time)
  • Speak and Listen to internal and external clients (>2/3 of the time)
  • Typing (1/3-2/3 of the time)
  • Lifting up to 10 pounds (1/3-2/3 of the time); up to 25 pounds (<1/3 of the time)
Required Education
  • High school diploma or equivalent.
Additional eligibility qualifications
  • Minimum one year of customer service, retail and/or cash handling preferred.
Computer/Software Competencies
Microsoft Windows, Microsoft Suite including Outlook, Internet Explorer, Chexsystems, ARTA, Encompass, Innovistar, ResourceOne, Premier Integrated Teller, Business Process Manager

Job Type: Full-time

**An equal opportunity employer, we do not discriminate in hiring or terms and conditions of employment because of an individual’s race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status or any other protected category recognized by state, federal or local laws. We only hire individuals authorized for employment in the United States.


 
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