Customer Service Specialist Job Code CSVSP Supervisory No Job Description Title External About Independence Bank Independence Bank is a regional community bank with 27 locations in Calloway, Daviess, Fayette, Franklin, Graves, Hancock, Henderson, Hopkins, Jefferson, Logan, McCracken, McLean, Shelby, Warren and Webster counties. One of the fastest growing banks in Kentucky and fifth largest, Independence Bank possesses the size and experience to serve the largest and most complex clients and offers trust and investment services and agricultural services. As a banking revolution for the people, by the people, central to Independence Bank’s mission is doing what is right and fair for customers, communities and employees. Independence Bank has been recognized in multiple categories by the American Bankers Association, including being named a Top Performing Bank and Best Bank to Work For, for 14 consecutive years, a Best Place to Work in Kentucky for 15 years and has assets totaling over $3.6 billion. Why Us? Ranked 2nd Best Place to Work in Kentucky and one of the Best Banks to Work For in the nation, Independence Bank keeps a centered focus on our customers, culture and the communities we serve. Our third generation family-owned and operated business has made significant strides in the financial sector since the charter was founded in 1909. Our talented team, which started with just 22 people, now includes more than 450 bright bankers who have helped push assets from $40 million to beyond $3 billion. Our collaborative and inclusive environment is inviting and family oriented. Through our 401(k) ESOP plan, employees remain the second-largest shareholder of the Bank at 18%. Just as we count on you – the same can be expected in return. Our Wishing Others Well (WOW) program makes sure employees are taken care of during challenging times. Plus, philanthropic involvement remains a priority. Each year our Revolution is able to reinvest over $1 million through through school scholarships, partnerships and supporting local and non-profit organizations. As the fastest growing bank in Kentucky, everyday excellence is what you can expect. Apply today and find purpose through available positions. Job Summary The Customer Service Specialist will serve as the initial point of contact for all incoming phone calls. This position will provide basic customer service for electronic services, assist customers with general inquiries, and transfer calls as necessary. This position will support the department's goal of increasing customer satisfaction through providing efficient and quality service. This position will be required to work into a Saturday rotation. Essential Functions, Duties and Responsibilities include, but are not limited to: Answers incoming phone calls and provides exceptional service to customers that call into our facility Maintains up to date knowledge of all electronic services offered by the bank including digital banking and telephone banking Responds to customer telephone inquiries that relate to digital banking functions, debit cards, credit cards, and other bank products Performs debit card maintenance, including changing daily limits Resets customer passwords or assigns temporary PIN numbers for debit cards and digital banking Provides information obtained from a variety of sources to field questions from the public regarding departments, phone numbers, operational hours, etc. Assists callers in identifying needs and routes them appropriately This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The employee will be required to follow any other instructions and to perform any other duties required by his or her supervisor. Therefore, the responsibilities, tasks, and duties of the jobholder might differ from those outlined above and other duties, as assigned, might be part of the job. Education, Experience and Qualifications Education Required/Preferred Education Level Description Required High School or GED Years of Experience Minimum Comments 1 One (1) year of teller experience required; customer service experience preferred License / Certification Required/Preferred License / Certification Description Required Independence Bank Teller Certification within 6 months Additional Qualifications Requires completion of Teller Fundamentals and Teller Level Up training within three (3) months Core Competencies Customer service skills Oral communications skills Ability to work as part of a team Organizational skills Problem solving and judgment skills Computer skills Clerical and administrative skills Working Conditions Indoors, environmentally controlled. Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises. Travel Requirements Requirement Frequency No travel required Never or Rarely Mandatory Vacation Position requires incumbents to be off work for a minimum of five consecutive business days Physical Requirements Requirement Frequency Sitting (remaining in a seated position) Constantly Standing (remaining on one’s feet in an upright position without moving about) Occasionally Walking (moving about on one’s feet) Never or Rarely Lifting (raising or lowering an object from one level to another) Never or Rarely Carrying (transporting an object, usually by holding it in the hands or arms or on the shoulder) Never or Rarely Pushing/Pulling (exerting force upon an object so that the object moves away or toward the force) Never or Rarely Reaching (extending hand(s) and arm(s) in any direction, such as overhead, below waist, forward or lateral) Never or Rarely Keyboarding (entering text or data using computer keyboard or 10-key numeric keyboard) Constantly Pinching/Gripping (seizing, holding, grasping, turning or otherwise working with the hand(s) or fingers) Never or Rarely Stooping (bending downward and forward by bending spine at the waist) Never or Rarely Squatting/Crouching (bending body downward and forward by bending legs and spine) Never or Rarely Kneeling (bending legs at knees to come to rest on knee(s)) Never or Rarely Crawling (moving about on hand and knees or hands and feet) Never or Rarely Climbing (ascending or descending ladders, stairs, ramps) Never or Rarely Speaking (expressing or exchanging ideas by means of the spoken word to impart oral information to customers and to convey detailed spoken instructions accurately, loudly, or quickly) Constantly Hearing (the ability to hear, understand, and distinguish speech, either in person or telephonically) Constantly Near Visual Acuity (clarity of vision at approximately 20 inches or less) Constantly Far Visual Acuity (clarity of vision at approximately 20 feet or more) Occasionally Additional Physical Requirements May require lifting up to 10 pounds Please Note EEO We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Conditions of Employment All job offers are contingent upon successful completion of certain background checks which unless prohibited by applicable law may include criminal history checks, employment verification, education verification, drug screens, credit checks, DMV checks or fingerprinting.
Salary: $29K - $36.7K a year
Employment Type: Full-time
Qualifications
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