Customer Support Representative - Leadville
High Plains Bank is hiring!
High Plains Bank is an authentic, community-driven bank serving Colorado. We are compassionate problem-solvers and craft bankers, committed to understanding the unique needs of each customer and tailoring solutions to optimize their financial well being. We empower each other as leaders and embrace a growth mindset, fostering a supportive environment where everyone feels valued, has the opportunity to thrive and the ability to get things done.
We are looking for a positive and personable individual who naturally takes initiative and leads by example to join our Leadville team as a Customer Support Representative.
Your Mission
You are the heart of our Leadville branch, helping customers with their needs and making a real impact on their lives. By building genuine connections, you go beyond traditional service, acting as a financial coach to empower them to make informed decisions and achieve their financial goals. Your positive attitude and eagerness to learn shine through as you grow within our supportive team.
What Sets You Apart
You are someone who truly loves helping others. You are a natural at building relationships, have a passion for delivering exceptional service, and bring a natural leadership quality to everything you do. You thrive in a collaborative environment on a close-knit team where you lift those around you. Your communication skills are excellent, allowing you to tackle customer or team issues with patience, understanding, and ownership. You're a resourceful, problem-solver who quickly understands customer needs, taking the initiative to ask thoughtful questions and find the right solutions. You see every mistake as a learning opportunity, and you are always looking for ways to serve, lead, and build relationships within the community.
Your Day-to-Day
No two days are the same as a CSR, and that's what makes it exciting! Communication with customers may be face-to-face, on the phone, or even in secure online chat. In addition to efficiently processing various types of transactions, you will skillfully identify and understand customer needs, knowing when to connect them with a specialized expert for specific questions. You will also be responsible for maintaining accurate records, balancing cash, and keeping customer support running smoothly. To protect both our customers and the bank, you’ll verify documents and be on the lookout for fraud. It's a team effort, where everyone pitches in, communicates openly, and anticipates each other's needs.
What you bring to High Plains Bank…
-
Experience
-
1 year of prior customer support experience
-
Cash handling experience is a plus
-
Past banking experience is a plus
-
-
Qualifications
-
High School diploma or equivalent
-
-
Knowledge and Skills
-
Excellent professional written and verbal communication skills
-
Ability to multitask efficiently
-
Spanish-speaking is a plus
-
Familiarity with Google Workspace is a plus
-
Accountabilities of the position…
Key Accountabilities
-
Deliver Exceptional Customer Experiences: Serve as the primary face of the branch, providing warm, professional, and personalized face-to-face engagement that reinforces community roots.
-
Process Transactions Accurately: Efficiently handle customer transactions, including deposits, withdrawals, and loan payments, while strictly adhering to bank procedures and regulations.
-
Provide Financial Relationship Management: Build strong relationships to understand customer needs, guide them toward the best financial solutions, and empower them to achieve their goals.
-
Promote Bank Products & Lifecycle Support: Maintain a deep understanding of the full product suite (personal to small business) to support customers through their entire lifecycle, including opening accounts, managing maintenance, and handling complex transitions.
-
Identify Referrals & Financial Solutions: Proactively recognize customer needs and facilitate warm hand-offs to internal experts for specialized needs like Loans, Treasury Management Services or Trust & Wealth Management.
-
Resolve Issues & Cross-Collaborate: Take ownership of customer concerns by utilizing all available resources to find solutions before escalating, and seamlessly connect customers with subject matter experts when needed.
-
Practice Empathetic & Active Communication: Communicate clearly and respectfully across in-person, phone, and secure chat channels; practice active listening and genuine empathy to understand the root of customer challenges.
Other Responsibilities
-
Risk Management & Fraud Prevention: Verify documents, identify potential fraud, and take full responsibility for handling cash, sensitive documents, and customer privacy with the highest integrity.
-
Escalate Security & Compliance Issues: Collaborate immediately with Ops Support and Enterprise Risk Teams regarding suspicious activity to protect customer assets and the bank's reputation.
-
Support Digital Adoption: Partner with the HPBGO team to ensure smooth customer transitions between physical and digital banking channels, provide user experience feedback, and promote digital tool adoption.
-
Manage Branch Workflow: Monitor customer wait times and branch traffic, proactively communicating with the Branch Manager to resolve on-site bottlenecks.
-
Commit to Continuous Improvement: Maintain open communication with teams to stay updated on policy changes, continuously expand banking knowledge, and contribute to improving branch processes and workflows.
What High Plains Bank brings to you…
-
The opportunity to work for a community driven, employee owned business
-
Highly competitive PTO, retirement and health care
-
Opportunities for growth, development and learning
-
Tuition Reimbursement
Target compensation range
-
$17.00-$22.00 per hour based on experience and qualifications - other factors may be considered
Physical Requirements
-
Prolonged periods of standing and working on a computer
Location and Schedule
-
In person, at our Leadville, CO location
-
8-5 Monday - Friday
High Plains Bank is proud to be an Equal Opportunity Employer
Member FDIC