CALL CENTER REPRESENTATIVE
: Job Details :

Itasca Bank & Trust Co. is an independently owned, local community bank with locations in Itasca and Roselle. Itasca Bank values its staff. Our most important assets are the people - customers and employees. For over 75 years the Bank has been a responsible citizen and community leader because it respects the values of its past when making decisions that shape its future. Without a dedicated and responsible staff, we can't serve customer needs and remain a responsible corporate citizen. Itasca Bank has been voted Best of the Best/Top Pick by the Daily Herald Readers since 2016, which reflects our dedication to quality service, high standards, and responsiveness to customers and employees alike. Itasca Bank is a responsible employer dedicated to the health and safety of employees and works to maintain diversity in both its workforce and the vendors it uses. We encourage our employees' participation in community and civic activities which lead to better communities, and a positive workplace environment where a work/life balance is encouraged.Essential FunctionsListen effectively to customers' requests and promptly take the necessary action to assist them in managing their accounts and offering products and services. Knowledge of current banking products and services to cross-sell and proactively educating clients on utilizing banking applications.Exhibits strong customer service skills by building positive relationship and going above and beyond with customer service, ensuring that all questions are handled appropriately. Balances speed and accuracy when processing customer requests while utilizing the internal banking network.Assist customers via chat through the online banking feature. Handle large volume of inbound calls in a timely manner.Pursue leads and potential customers to expand services and products offered.Takes the initiative to follow-up, escalate, or seek additional resources to ensure customer satisfaction in a timely manner.Recognizing potential fraud and other risksAdapts to concepts and procedures and notifies management when additional training is needed on product and service knowledge.Follow policies, procedures, regulations, confidentiality requirements, and operational controls.Accepts coaching, implements feedback from reviews to improve job performance.Supervisory ResponsibilityNoneWork EnvironmentThis job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.Physical DemandsProlonged periods of sitting at a desk and working on a computer.Must be able to lift up to 15 pounds at times.Position Type/Expected Hours of WorkThis is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:15 p.m.TravelNone required.Required Education and ExperienceHigh School education or GED1-2 years personal banker experience required.Ability to work as part of a team to achieve branch goals.Strong cross-selling experienceProficient in windows applicationsModels positive and supportive behaviorAbility to work a flexible schedule including evening and weekends.Effective written and verbal communication skillsPreferred Education and ExperienceNoneAAP/EEO Statement Itasca Bank & Trust Co. is an Equal Opportunity and Affirmative Action employer Minority/Female/Disabled/Veteran/Gender Identity/Sexual OrientationOther DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.