Customer Care Team Lead

Why Join Us? We offer a supportive work environment where you can make an impact, grow your career, and be rewarded for your success in many ways including through our Employee Stock Ownership Plan. This position is full-time located in Willmar, MN with the potential for some hybrid work. Pay Range: $17 - $25/hr.  

Position Summary: 

Provides timely, accurate, and quality responses to any/all inquiries from Heritage Bank Customers. The interaction with the customer base may be via: calls, emails, chats, digital banking messages, texts, IM, or otherwise. Assists with workload alignment for team members. Assists with procedure creation/updates. Performs QA of customer communications and work performed by team members.

Primary Duties & Responsibilities (90%):

• Assist customers. (60%)
• Performs QA of customer communications and work performed by team. Provides coaching/feedback to improve accuracy of performance. (10%)
• Come up with ways to improve the customer experience. (10%)
• Perform customer needs analysis and educate customers on other Heritage products and/or services (10%)

Secondary Duties & Responsibilities (10%):

• All Employee Owners must help Heritage be successful in any way possible never saying “That’s not my job”. As an Employee Owner “Everything is my job”. 
• Participates in all required BSA training and demonstrates knowledge of BSA relative to job responsibilities.
• Responsible for security as it applies to this position.
• Responsible for compliance with laws and regulations applicable to this position.
• Achieve performance and quality metrics as determined by manager. 
• Performs other tasks, as assigned.

Bank Standards: 

• Mission – Helping People Succeed Financially 
• Ethics – We always do the right thing at work and in our personal lives. 
• Solution – We bring solutions to challenges and are always looking for ways to be better. 
• Ownership – We are accountable in our roles and accept responsibility for our mistakes. 
• Positivity – We bring positive energy and enthusiasm to everything we do.

Disclaimer:

The statements contained in this job description describe the general nature and level of work being performed by the person accepting this role. “Secondary Duties and Responsibilities” are considered incidental or secondary to the overall purpose of the job. This job description does not state or imply the only duties and responsibilities assigned to this job. Employees holding this job will be required to perform any other job-related duties requested by management. All job requirements are subject to possible modification to reasonably accommodate individuals with a disability.

Education:

• High School Diploma or Equivalent

Experience:

• 3+ years Customer Service experience
• 1+ years Banking experience preferred
• Prefer fluency in both English and Spanish

Other Skills / Characteristics:

• Excellent communication skills, both written and verbal
• High energy level/self-directed
• Good reasoning abilities with sound judgment
• Resourceful and well organized
• Service-oriented