Customer Experience Specialist

Description

Summary

The initial point of contact for providing excellent customer service to our customers. Primary focus on the customer’s experience. Operates the telephone switchboard console, receiving incoming calls. Interacts effectively with customers and efficiently handles all calls looking to provide immediate solutions to meet the customer’s needs. work requires courtesy and tact in dealing with people. This position requires knowledge of effective customer service techniques, ability to learn and accurately utilize a multi-line telephone system, and the ability to manage multiple priorities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

1. Service accounts and cross-sells additional retail products and services.
2. Initiates discussion to determine customer needs.
3. Sells additional products and services through cross-selling, portfolio development and focusing on the customer’s needs.
4. Explains various account options such as account ownership, business, IRA, funeral agreement accounts, savings, certificates, and checking account programs to customers.
5. Gathers, inputs, and verifies required personal information from customers, such as name, address, date of birth, employment information, social security number, etc., according to established procedures while maintaining the highest level of security.
6. Refers new business customers to Consumer and Commercial Relationship Banker for additional bank services.
7. Understands and follows the policies and procedures for new & existing customers and working to cross sell and refer all banking products and services, including to other lines of business.
8. Responds to questions from customers and staff regarding retail bank products and services.
9. Responds to written and verbal requests or inquires. Research customer and employee inquiries regarding retail bank product and services.
10. Processes and maintains check orders, deposits, withdrawal, debit card applications, internet banking enrollments, and bill pay set up and questions.
11. Keeps informed of new and existing products and services.
12. Processes customer change of address, name, and account related data, etc.
13. Completes documentation for exchange of government bonds.
14. Maintains support records.
15. Follows up on incomplete new account documentation.
16. Make courtesy phone call to maturing CD customers.
17. Performs all required branch opening and closing duties.
18. Maintain the highest level of security in performing transactions by making sure all transactions are properly documented and receiving proper identification to verify customer information.
19. Enters customers' transactions into computer to record transactions.
20. Images and batches daily transactions
21. Maintain knowledge of various departments' services and functions in order to assist customers and make sales referrals.
22. Explains, promotes, or sells products or services such as gift cards, cashier's checks, and other bank products, which will meet customer needs and increase bank business.
23. Assists customers with service problems or general inquires via the telephone while strengthening customer relations.
24. Adheres to all State and Federal Banking regulations.
25. Participates in civic activities to promote growth and development of the community and a positive image of the bank.
26. Actively makes referrals to all areas of the bank.
27. Promptly and correctly manage customer debit card and credit card disputes.

Requirements

Supervisory Responsibilities

This job has no supervisory responsibilities.

Core Competencies

To be successful in this role, the employee must demonstrate sound judgment, professionalism, integrity, and a commitment to the organization's mission, values, and policies. The position requires strong analytical, problem-solving, organizational, and project management skills, with the ability to manage competing priorities, adapt to changing business needs, and consistently deliver high-quality, accurate, and timely results.

The employee successful in this role, communicates effectively, both verbally and in writing, builds collaborative relationships, provides exceptional customer service, and works productively with diverse teams. This role requires initiative, accountability, continuous learning, and the ability to make informed decisions while maintaining confidentiality and exercising good judgment.

Employees are expected to contribute to a positive and inclusive work environment, demonstrate leadership appropriate to their role, embrace innovation and continuous improvement, use organizational resources responsibly, and maintain a strong commitment to safety, quality, dependability, and ethical conduct. Supervisory positions are additionally expected to effectively lead, develop, and support employees through coaching, delegation, performance management, and change leadership.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED), with two years experience in retail banking or an equivalent combination of education and experience.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide. Ability to compute rate and percent.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Office Suite (Outlook, Word, Excel, Power Point).

Certificates, Licenses, Registrations

Other Skills and Abilities

Considerable knowledge of effective customer service techniques, ability to learn and accurately utilize a multi-line telephone system, ability to use fax machine, photo copier, and other common office equipment, and the ability to manage multiple priorities.

Other Qualifications

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and peripheral vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.