Customer Support Specialist (On-site Banking Call Center

Base Salary Range: Level I - $20.00 - $23.66 per hour Level II - $22.00 - $25.59 per hour Senior - $23.00 - $27.25 per hour Depending on qualifications and experience Customer Service Center Representative (Customer Support Specialist) I, II or Senior may be considered. At Heritage Bank, we work hard, but also know how important it is to take time off to stay healthy, relax, and spend time doing what makes your heart happy As part of our team you'll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually and eight hours of paid sick leave per month, while also enjoying 11 paid holidays each calendar year, and an annual float day. pro-rated from start date, and/or hours worked. To view Benefits Summary: Apply > Current Openings > position > attachment. Position Overview: Are you a friendly and helpful customer service professional? Can you expertly handle high-volume inbound calls while documenting call notes? Do you thrive on finding solutions for your customers? If so, apply today to learn more about this great opportunity Heritage Bank is seeking a Customer Support Specialist (Banking Call Center) at our Customer Service Center in Oak Harbor, WA. Individuals in this role help customers by providing a warm welcome and greeting to everyone who calls in for assistance, and will process a variety of financial requests, while learning and maintaining a thorough knowledge of the Bank's products and services, to inform customers of other bank services that will meet their current and future needs. This position is Full Time; typical schedule is Monday Friday 8:00 a.m to 5:00 p.m and rotating Saturdays 9:00 a.m to 1:00 p.m. Flexibility is required to work to ensure adequate staffing for training or employee absences. The successful candidate will be able to: Provide exceptional service to internal and external customers in accordance with the Heritage Bank Service Standards. Build and maintain strong relationships with all internal and external customers. Perform and/or assist with a full range of customer service oriented telephone activities; responds to customer inquiries and determines appropriate response or direction for the caller and customer escalations, as needed. Resolve online service customer requests through research and navigation within the organization, or escalation to an appropriate resource. Investigate and resolve problems for employees and customers via telephone or in person and escalate to management as appropriate. Ability to consistently apply superior decision making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits. Work effectively with other branches and departments as necessary for customer inquiry/problem resolution. Follow up on customer inquiries not immediately resolved. Accurately and efficiently transfers customer calls to appropriate specialist(s), or for escalated issues, as needed, and/or for additional research or resolution.