Customer Experience Representative I, II, or III

Primary Accountabilities

• Provide customers with general information on CPB products/services and other general information.
• Branch/ATM location and hours: Rates and fees, Deposit and loan accounts, Convenience and monetary products/services.
• Prepare update forms for deposit and loan accounts, such as address and phone number changes, prepare requests for duplicate statements, stop payments, fee waiver, check orders, close accounts, etc., Cancel lost/stolen cards, reset Internet Banking passwords, activate cards, etc.
• Answer incoming email/telephone calls in accordance with established Call Center standards and assist customers with various banking needs (with increasing complexity commensurate with role progression) in a professional manner and follow through with appropriate action.
• Provide customers with account information, help them resolve problems/issues/concerns, and contact appropriate personnel/departments as required.
• Document and/or escalate issues to ensure customers’ concerns are addressed promptly and appropriately.
• Prepare written correspondence, as necessary.
• Cross-sell various bank products and services.
• Fulfill customers’ special requests by utilizing various support systems/tools or refer to appropriate personnel/departments.
• Navigate through multiple systems to input and retrieve information to assist customers with various electronic banking needs, including Internet Banking, ATM/Debit cards, and Infoline.
• Provide technical assistance on electronic banking products and services.
• Research, identify, and resolve problems associated with electronic banking products and services.
• Follow through with appropriate action by telephone, e-mail, or written correspondence.
• Process duplicate statements, stop payments, fee waivers, check orders, close accounts, telephone transfers, etc.
• Cancel and reissue lost/stolen cards, reset Internet Banking passwords, activate cards, etc.
• Convert inquiries into account openings by referring customers to appropriate business units.

Minimum Qualifications

• Education: Customer Experience I, II, or III: High School Diploma or GED required.
• Experience: Customer Experience I: 6+ months of experience in Customer service/contact capacity required. Customer Experience II: 1+ years of experience in Customer service/contact capacity required. Customer Experience III: 2+ years of experience in Customer service/contact capacity required. 1+ years of Sales experience in financial industry required.