Retail Research and Support Specialist

SCHEDULE: Full-time; Monday - Friday 8:00 am - 5:00 pm and a 1 of 3 Saturday morning rotation. Average of 40 hours/week.

LOCATION: 131 E Main St, Hills, Iowa 52235

BENEFITS: Our employees are our most valuable assets, so we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees so that they, in turn, can take good care of themselves and their families. Join Hills Bank and let us surprise you with even more perks!

SCOPE:

Under the direction of the Retail Servicing and Support Officer and as part of the Bank's overall Retail Operations team, the Retail Research and Support Specialist plays an integral part in the overall service to customers. The Retail Research and Support Specialist provides real time support to the Branch staff, serving as a valuable resource by answering inquiries, troubleshooting problems and directing Retail staff to subject matter experts delivering seamless and effective customer service. This position contributes to a strong team and collaborative environment, engages with other departments within the organization and works to build positive relationships, drives to improve processes and serves as a key resource in Retail products and services. To be successful in this role, the Retail Research and Support Specialist demonstrates a strong curiosity and the ability to learn quickly, is a critical thinker with strong organizational and time management skills, quickly getting to the root of problems.

ACCOUNTABILITIES:

Retail Support:

• Possess in depth knowledge of the Bank's retail products and services to assist Retail Branch staff with account and product related questions, ensuring that customer's needs are being met and that solutions offered to customers via the Retail Branch staff are consistent and correct.
• Establish and promote positive and helpful interactions with Retail Branch staff, assisting in the investigation of customer complaints or escalated, unresolved issues while ensuring prompt responses to inquiries, helping them to find the tools to answer questions and coaching staff through error resolution.
• Provide helpful and informative service and support, enhancing and ensuring a great customer experience by creating positive working relationships and effective communication with internal staff, contributing to the overall goal of fostering teamwork and ongoing collaboration among Retail departments.
• Ability to provide critical thought to answer and educate complex inquiries, solve problems and seek solutions related to Retail Branch functions providing timely resolution follow up.
• Assist with documentation and upkeep of resource materials.
• Assist the Branch Retail staff in the investigation of customer complaints or escalated, unresolved issues.
• Partake in training opportunities to develop skills to better understand the Bank's products, current technology and/or services; as well as personal growth opportunities to excel at providing customer support.
• Communicate errors or concerns appropriately, proactively identifying issues and recommending opportunities for process, product, training or service improvement.
• Triage questions and issues, utilizing product knowledge to accurately route or escalate questions to the appropriate internal teams when necessary.
• Effectively manage and prioritize multiple conversations at the same time.
• Communicate and escalate issues or problems to Bank leadership.

Research:

• Complete research requests, ensuring that all information is accurate and that the requests are responded to timely.
• Perform proper set up and tracking of levy and garnishments, responding to requests timely and ensuring that research is thorough and accurate and that state and federal regulations are upheld during the process.

EDUCATION AND SPECIAL REQUIREMENTS:

• High school diploma and experience in retail banking and/or operations at a community bank or equivalent.
• Must take initiative, make decisions, accept responsibility and have the ability to work independently.
• Must be able to work under stress and handle difficult situations.
• This job requires skills needed in a typical office environment. This includes computer skills, as well as utilization of office equipment.

EQUAL OPPORTUNITY EMPLOYER