Qureos Mentor

Heritage Bank

<div>Heritage Bank has an exciting opportunity to join our organization!<div><div><div> 
Are you a friendly and helpful customer service professional? Can you expertly handle high-volume inbound calls while documenting call notes? Do you thrive on finding solutions for your customers? If so, apply today to learn more about this great opportunity! 
</div></div> 
Heritage Bank is seeking a Customer Support Specialist (Banking Call Center) at our Burlington Administrative Center. Individuals in this role help customers by providing a warm welcome and greeting to everyone who calls in for assistance, and will process a variety of financial requests, while learning and maintaining a thorough knowledge of the Bank's products and services, to inform customers of other bank services that will meet their current and future needs.
This position is Full Time; typical schedule is Monday &ndash; Friday 8:00 a.m. to 5:00 p.m. and rotating Saturdays 9:00 a.m. to 1:00 p.m. Flexibility is required to ensure adequate staffing for training or employee absences.
This position is fully onsite in Burlington, Washington.
Base Salary Range:
Level I - $20.00 - $21.62- $24.84 per hour
Level II - $22.00 - $22.70- $26.87 per hour
Senior - $23.00 - $23.84- $28.61 per hour
Depending on qualifications and experience Customer Service Center Representative (Customer Support Specialist) I, II or Senior may be considered. 
The Role at a Glance:<ul><li>
Provide exceptional service to internal and external customers in accordance with the Heritage Bank Service Standards.
</li><li>Build and maintain strong relationships with all internal and external customers.
</li><li>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.
</li><li>Resolve online service customer requests through research and navigation within the organization, or escalation to an appropriate resource.
</li><li>Investigate and resolve problems for employees and customers via telephone or in person and escalate to management as appropriate.
</li><li>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.
</li><li>Work effectively with other branches and departments as necessary for customer inquiry/problem resolution.
</li><li>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.</li><li>
Assesses customer and prospective customer needs, by telephone to meet their needs in a consistent and effective manner to build customer relationships.
</li><li>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.
</li><li>Gains working knowledge of, and ensures bank activities, and job responsibilities are performed in compliance with, all state and federal banking laws and regulations.</li><li>
Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities.</li><li>
Protects and maintains confidentiality with all customer financial data when handling customer requests and transactions.
</li><li>Account maintenance for customer deposit accounts, including adjustments, researching, and file maintenance.
</li><li>Contributes to the success of the Customer Service Center Department with willingness to share in all department responsibilities.
</li></ul>Core Skills and Qualifications:<ul><li>
High School Diploma or equivalent - required. Job-specific and/or ongoing participation in Bank sponsored education may be required.
</li><li>Level I - Minimum 6 months to a year of recent experience in retail banking and/or bank operations, with emphasis on providing exceptional customer service, within a financial services and/or service center industry &ndash; required.
</li><li>Level II - 2+ years recent experience in retail banking, bank operations and/or a service / call center environment, with working knowledge and experience in multiple functions including online/electronic banking, account maintenance, billing questions and research, regulatory compliance, operations, and phone applications and systems &ndash; required.</li><li>
Senior - 3+ years recent call center experience with emphasis on providing exceptional customer service, advanced technical skills and thorough working knowledge and proficiency in all major functions within a service center environment, in a financial services industry - required.</li><li>
Provides an exceptional level of quality service for internal and external customers, and responds to customers' needs, questions and concerns in an accurate, effective, and timely manner to solicit feedback to improve service.
</li><li>Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management.
</li><li>Excellent listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate outstanding/follow up or technical issues over the phone, in person and via email; with the ability to read, write, speak and understand English well.
</li><li>Demonstrated sales and business development skills with the ability to identify customer needs and cross-sell the Bank&rsquo;s products and services with confidence &ndash; preferred.
</li><li>Detail oriented with strong organizational, problem-solving, data review, processing, time management skills, and a strong focus on accuracy; with the ability to manage multiple assignments, and reporting requests ensuring that priorities are set and commitments and deadlines are met.
</li><li>Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments.
</li><li>Ability to work effectively as a team contributor on all assignments.
</li><li>Ability to gain working knowledge and understanding of principles, procedures, requirements, regulations, and policies related to assigned area, as well as the Bank&rsquo;s policies, procedures, products, and services.
</li><li>Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints.
</li><li>Flexible with and accepting of change in a fast paced environment.
</li><li>Unquestionable integrity in handling sensitive and confidential information required.
</li><li>General use and understanding of MS Office products (Word, Excel, Outlook); knowledge of telephony hardware/software and contact center specific applications &ndash; preferred, with the ability to learn and adapt to new technologies quickly. Understanding and working knowledge of the Bank&rsquo;s core processing/operating system and experience using Cisco telecommunication systems &ndash; preferred.
</li></ul>Working Environment/Conditions:
<ul><li>Climate controlled office environment.
</li><li>Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day.
</li><li>Work requires regular attendance, punctuality and adherence to agreed-upon schedule(s) with willingness to work a flexible and/or rotating schedule, Saturday&rsquo;s and/or extended hours, as needed.
</li></ul>Physical Demands/Effort:
<ul><li>Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day while communicating with customers by phone.
</li><li>Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.
</li><li>Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials.
</li><li>Occasional lifting 15 - 20 lbs. (e.g., files, boxes, equipment)</li></ul> 
At Heritage Bank, we work hard, but we also know how important it is to take time off to stay healthy, relax, and spend time doing what makes your heart happy!
As part of our team you&rsquo;ll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually* and eight hours of paid sick leave per month*, while also enjoying 11 paid holidays each calendar year, and an annual float day. *pro-rated from start date, and/or hours worked. To view Benefits Summary: Apply &gt; Current Openings &gt; position &gt; attachment.
The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all qualifications for this position.
Heritage Bank is 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, age, protected veteran status, disability, or any other basis protected by applicable law.
Job applicants have certain legal rights. Please click here for information regarding these rights.
If you need assistance completing the online application, please email: HBRecruiting@HeritageBankNW.com
Salary Range Disclaimer
The base salary range represents Heritage Bank&rsquo;s current salary range for the position. Actual salaries will vary depending on factors including, but not limited to, qualifications, experience, and job performance. The range listed is just one component of Heritage Bank&rsquo;s total compensation package for full time and part time employees. Depending on position, other total compensation rewards may include, monthly, quarterly or annual incentive, and/or bonuses. 
Keywords: #BankingCallCenter, #CustomerServiceRepresentative, #CustomerSupport, #BankingCustomerService #telephonebanker 
 
##JobCategory:Customer Service Center## 
##Street:435 E. George Hopper RD## 
##City:Burlington## 
##State:WA## 
##ZipCode:98233## 
##Internal:false##<ul><li>mon</li></ul></div></div>

Customer Support Specialist (On-site Banking Call Center)

<div></div><div>Heritage Bank has an exciting opportunity to join our organization!
We are seeking a Chief Information Officer to join our team.
The Chief Information Officer (CIO) is responsible for architecting the Bank's technical vision, creating the technical direction and governance of the Bank's technology, systems, IT services and technical environments to support the Bank's business strategy. The CIO directs the development and integration of new and existing technology for optimum employee and customer experience, operational performance, and to achieve the Bank's revenue targets. As a key decision-making and member of the Heritage Bank executive leadership team, the CIO establishes technology standards and communicates technical information to the organization and builds effective relationships with their employees, senior and executive management, and the Board of Directors to ensure the technical vision and strategy accelerate the Bank's direction.
This position is Full Time; typical schedule is Monday &ndash; Friday 8:00 a.m. to 5:00 p.m.
This position is fully onsite. Preferred geographical location is Tacoma, WA. Alternate locations in Bellevue or Seattle, WA may be considered.
Base Salary Range:
$295,000.000 - $350,000.00 annual
Role at a Glance:<div><div><div><div><div><div><div><ul><li>
Directs strategic short- and long-term planning for all IT/IS functions. Leads technology infrastructure, development, operations, and design.</li><li>
Creates policies and manages the information technology platforms to ensure the appropriate framework of systems, applications, and operations are in place to support both the current and future organizational needs.</li><li>
Designs, communicates and recommends the appropriate technology infrastructure and internally developed solutions to support the policies and directives issued by the executive leadership team and Board of Directors. Participates in the recommendation of new processes, applications, technologies and integrated solutions to enhance and expedite the Bank&rsquo;s business strategy.</li><li>
Oversees all changes into the bank&rsquo;s integrated systems and architecture.</li><li>
Leads collaboration with cross-functional teams to design and develop proposed solutions, maintains multi-year technology roadmaps and sun-setting plans for existing systems; monitors new services, products and emerging digital technologies for adoption into the Bank's environment.</li><li>
Develops and drives the Bank&rsquo;s data strategy model to optimize the handling of data through electronic processes and storage to maintain integrity of data for business analytics and decision processes.</li><li>
Maintains the IT project portfolio and priorities in alignment with the Bank&rsquo;s goals; ensures technical projects deliver solutions to support business process changes and product/service rollouts; maintains a release management plan to ensure systems and technology changes are planned, coordinated and minimally impact Bank operations.</li><li>
Develops and coordinates the annual budget and business plan with responsibility for ensuring cost effective and accurate delivery of technology and systems solutions to support the Bank&rsquo;s diversified businesses within budgetary allocations. Reviews, analyzes, and prepares presentations on key operational metrics and business indicators.</li><li>
Engages and builds strategic relationships with key technical vendors and research partner organizations to broaden understanding of the market and technology direction.</li><li>
Acts at all times in the best interests of the organization to introduce, update and maintain audit and other technical controls in the back office, systems and technology operations to minimize risks and ensure compliance with all federal agency and banking rules and regulations governing the industry and its products. Works closely with compliance and risk to ensure all operations are in accordance with all applicable regulatory rules and regulations.</li><li>
Acts as a key liaison with governmental agencies and auditors during FDIC and other related audits. Implements audit recommendations and continuously sponsor and act as a role model to adopt controls to ensure compliance and minimize losses for the company.</li><li>
Directs the development and execution of a Bank-wide cybersecurity program that protects the confidentiality, integrity and availability of the Bank&rsquo;s information and systems meeting federal, state and industry regulations, compliance, and Bank expectations.</li><li>
Develops and implements the technology disaster preparedness policy and recovery plans to ensure data and systems are available to support business continuity strategies. Oversees compliance of the Bank's IT resources with relevant standards and appropriate best practices.</li><li>
Provides direct reports with proper tools and authority to execute their assigned functions. Develops skills of staff through goal-setting, coaching, problem resolution, delegation, training, counseling, and performance management.</li><li>
Works collaboratively with Human Resources to recommend staffing levels and approve personnel actions such as hiring, terminations, promotions, transfers, timely performance reviews and salary increases, in accordance with legal and acceptable Bank personnel practices.</li></ul>
Requirements:<ul><li>
Bachelor's Degree in Information Technology, Computer Science or Systems Engineering required. Master's Degree in Management Information Systems, Finance and Banking, Finance or Business Administration preferred.</li><li>
10 to 15 years recent and progressive leadership experience across multiple technology disciplines, with specific emphasis in driving transformation, growth and results developing and executing a vision for a company&rsquo;s technical direction, which includes a minimum of 5+ years in an executive leadership role as CIO, CTO, or equivalent senior technology executive within a multi-state large bank (10B+ assets) or publicly traded, regulated financial institution required.</li><li>
Proven track record leading digital transformation initiatives and driving technology innovation, with the ability align technology with the Bank&rsquo;s business and strategic goals and objectives required.</li><li>
Equivalent combination of education, certifications and/or relevant executive level work experience may be considered.</li><li>
Provides an exceptional level of quality service for internal/external customers; responds to customers' needs, questions and concerns in an accurate, effective, and timely manner.</li><li>
Demonstrated ability to effectively interact with and influence all levels of management while building and maintaining strong working relationships with affiliate personnel, senior and executive management, Board of Directors, and regulators.</li><li>
Experience building scalable application architectures with firsthand knowledge and proficiency in application software development methodologies, data management policies and practices, on-prem and cloud services and solutions, cyber security best practices, identity access management implementations, infrastructure technologies and digital banking solutions.</li><li>
Highly developed interpersonal and written/verbal communication skills, including effective questioning 
strategies, negotiation and presentation skills to communicate effectively, clearly and persuasively in a variety of settings, formats, and audiences; with the ability to read, write, speak, and understand English well.</li><li>
Advanced leadership and managerial skills are required to manage, motivate, and develop teams, to include oversight and management of employees in remote locations, to ensure transparency. Employee development, performance management, training and employee counseling skills required.</li><li>
Demonstrated ability to ensure the development of a high-performing group by leading, inspiring and coaching a team of high caliber managers and professionals and facilitates cooperation and motivates team members to accomplish individual and group goals.</li><li>
Ability to ensure that major technology initiatives are supported by architecture discipline, implementation readiness, testing rigor, support ownership, and operational handoff.</li><li>
Strong working knowledge of the three lines of defense model, and regulatory and control environments applicable to banking technology, including governance, operational resiliency, auditability, control execution, and management accountability.</li><li>
Demonstrated understanding of how technology supports compliance with applicable expectations related to bank operations, information security, business continuity, third-party oversight, data handling, record retention, change management, and internal controls.</li><li>
Demonstrated technical leadership of complex, secure, high-volume, and highly available service delivery and processing environments.</li><li>
Advanced knowledge and experience designing large scale, high performance, and competitive-advantage systems, managing multiple levels of data through business logic to drive optimal performance and high customer engagement.</li><li>
Experience with cloud computing, data analytics, SaaS solutions and other emerging technologies like blockchain, machine learning (ML) and artificial intelligence (AI).</li><li>
Proven track record of cybersecurity oversight and program development; Up-to-date with the current (and future) levels of IT security, threats, vulnerabilities that could impact the Bank&rsquo;s digital and financial assets.</li><li>
Strong understanding of IT infrastructure, applications, cybersecurity, data management and data protection practices.</li><li>
Strategic in approach to decision-making with proven ability to analyze information, develop strategies and deliver results.</li><li>
Experience shaping strategic objectives for a large bank at the executive management level that are translated into tactical business plans with mechanisms for key measurements to monitor progress.</li><li>
Demonstrated ability to develop and manage income and expense budget(s).</li><li>
Experience in M&amp;A with a proven track record of multiple and successful integrations.</li><li>
Thoroughly understands and applies principles, procedures, compliance requirements, state/federal regulations, and policies related to assigned area(s) of oversight.</li><li>
Unquestionable integrity in handling sensitive and confidential information required.</li><li>
Proficient and advanced use and understanding MS Office products (Word, Excel, Outlook) with the ability to adapt to new products and technologies quickly. Experience in core banking solutions, mobile and online digital banking, and Federal/State and Industry Technology Compliance for Banking/Financial Services &ndash; required.</li></ul>
Working Environment/Conditions:
<ul><li>Climate controlled office environment.</li><li>
Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and/or customer contacts and interruptions during the day.</li></ul>
Physical Demands/Effort:
<ul><li>Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.</li><li>
Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, walking, climbing, kneeling or crouching to file materials and/or conduct site visits/property inspections.</li><li>
Occasional lifting and/or moving up to 10 lbs (files, boxes, etc.).</li></ul>
Travel Time: Regular travel to bank and other locations may be required, which may include overnight travel availability when needed; valid driver&rsquo;s license, proof of insurance, and access to reliable transportation; or the ability to access and utilize an alternative method of transportation, when needed, to carry out job-related essential functions.
At Heritage Bank, we work hard, but we also know how important it is to take time off to stay healthy, relax, and spend time doing what makes your heart happy!
As part of our team, you&rsquo;ll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually* and eight hours of paid sick leave per month*, while also enjoying 11 paid holidays each calendar year, and an annual float day. *pro-rated from start date and/or hours worked. To view Benefits Summary: Apply &gt; Current Openings &gt; position &gt; attachment.
The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all qualifications for this position.
Heritage Bank is 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, age, protected veteran status, disability, or any other basis protected by applicable law.
Job applicants have certain legal rights. Please click here for information regarding these rights.
If you need assistance completing the online application, please email: HBRecruiting@HeritageBankNW.com
Salary Range Disclaimer
The base salary range represents Heritage Bank&rsquo;s current salary range for the position. Actual salaries will vary depending on factors including, but not limited to, qualifications, experience, and job performance. The range listed is just one component of Heritage Bank&rsquo;s total compensation package for full-time and part-time employees. Depending on position, other total compensation rewards may include monthly, quarterly or annual incentive, and/or bonuses. 
##JobCategory:Executive##
##Street:3615 Pacific Avenue##
##City:Tacoma##
##State:WA##
##ZipCode:98418##
##Internal:false##<ul><li>mon</li></ul></div></div></div></div></div></div></div></div>

Chief Information Officer

Join Heritage Bank and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Heritage Bank

About Company

Customer Support Specialist (On-site Banking Call Center)

Chief Information Officer