JOB TITLE: Customer Care Representative I
Midwest Heritage, a subsidiary of Hy-Vee, established in 1873 is a full service financial center that offers Banking, Insurance and Investments. At Midwest Heritage we offer a unique line of services to customers anywhere, anytime. Midwest Heritage has doubled in size over the last 7-years and is looking for additional team members who are customer focused, genuine and goal oriented. If you are looking for a career that provides phenomenal benefits, competitive salary, autonomy and growth, don’t wait…apply today!
Provides Midwest Heritage customers with an exceptional customer service experience through telephone, online chat, and email interactions. This position responds to banking customer inquiries, markets additional services, redirects incoming communications to the applicable department, proactively contacts customers as applicable and performs requested customer service maintenance for assigned online channels.
Hours: The Customer Care Center has extended hours from 7:30 AM to 6:00 PM Monday through Friday and 8:00 AM to 12:00 PM on Saturday’s. Customer Care Representatives will be expected to work various shifts on a rotating basis.
Provide first-class service by communicating with customers by telephone, chat, email, or other channels to respond to inquiries and service requests, resolve issues, and provide information about Midwest Heritage services.
Process service maintenance requests for the online banking channels, including, but not limited to, Consumer eBanking and mobile, Business eBanking and mobile, Online Account Creation, ACH origination, and remote deposit.
Monitor banking systems and reports to identify incomplete or erroneous items.
Contact internal departments, vendors, or customers to verify information and take necessary steps to correct or complete transactions.
Based on customers’ existing services and needs, promote additional Midwest Heritage banking, financial and insurance services.
Track issues and statistics to assist management in analyzing activities, challenges, and opportunities.
Provide back up for other members of the team.
Secondary Duties and Responsibilities:
Perform other job-related duties and special projects as required.
Knowledge, Skills, Abilities Required:
Commitment to the Midwest Heritage mission and willingness to promote the values of the organization.
Excellent organizational and time management skills.
Strong customer service and interpersonal skills; ability to relate to and interact with people in a positive, friendly and professional manner.
General computer proficiency (Experience with Microsoft Office programs such as Word, Excel, and Outlook preferred)
Strong written and verbal communication skills
Basic problem solving skills
Basic proficiency with information systems
Education, Experience, and Other Requirements:
Minimum Education: High school diploma or equivalent.
Minimum Experience: One plus year(s) of customer service, banking or related experience.
Working Conditions and Physical Requirements:
The duties of this position are normally performed in a general office setting.
This is a fast paced work environment.
This position is classified as sedentary/light and requires the ability to sit for long periods of time.
There is frequent pressure to meet deadlines and handle multiple projects in a day.
Visual requirements include: ability to see detail at near range with or without correction.
Must be able to perform the following physical activities: sitting for long periods, talking (in person and by telephone), hearing and repetitive motions.
For more information and to submit a resume please visit www.mhbank.com/careers or email firstname.lastname@example.org.
Midwest Heritage is an EOE/VET/Disability employer
In 1930, Charles Hyde and David Vredenburg opened a small general store in Beaconsfield, Iowa. That store grew to become Hy-Vee – a company known for excellent service and low prices. As an employee-owned company, Hy-Vee encourages each of our more than 55,000 employees to help guide the company. Our outstanding success demonstrates their hard work and clear vision. Through their efforts, the name Hy-Vee has become synonymous with quality products, low prices and superior customer service. Our slogan, "A Helpful Smile In Every Aisle," expresses the foundation of our corporate philosophy.