Heritage Bank Customer Service Center Representative in Tacoma, Washington

The Customer Service - CallCenter Representative is responsible for providing an exceptional level of customer service and to communicate clearly and tactfully in accordance with Heritage Bank’s Mission, Vision, and Values, and is responsible for processing a variety of customer requests according to existing procedures and systems. This position maintains a thorough knowledge of products and services, can effectively utilize relationship building skills, resolve problems, and achieve both service and operational excellence to provide an exceptional customer experience. Typical schedule is Monday – Friday and rotating Saturdays. 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. Assesses customer and prospective customer needs, by telephone to meet their needs in a consistent and effective manner to build customer relationships. Actively participates in marketing and sales promotions, and recommend and refer bank products based on customer needs. Participates in training programs to enhance knowledge and referral abilities. Maintains accurate and up to date knowledge of the Bank’s products, services, policies and procedures as well as federal and state compliance requirements. Protects and maintains confidentiality with all customer financial data when handling customer requests and transactions. Account maintenance for customer deposit accounts, including adjustments, researching, and file maintenance. Contributes to the