Customer Experience Specialist

About the role

We are eager to discuss the prospect of you joining our team as our next incredible team member! This role performs a range of technical and service-oriented functions, including processing customer transactions, opening new consumer accounts, identifying and reporting potential fraud, and ensuring compliance with regulatory requirements.

Responsibilities

• Provide friendly, accurate service for everyday banking transactions and moderately complex requests such as foreign currency exchanges, wire transfers, and dispute resolution, ensuring each customer feels valued and supported.
• Process deposits, withdrawals, loan payments, wires, and foreign currency transactions with precision to maintain trust and financial accuracy.
• Maintain and balance the cash drawer and manage branch cash ordering to support smooth daily operations and ensure cash availability.
• Support internal and external audits by adhering to regulatory standards including CIP, FinCEN, and the Bank Secrecy Act, helping safeguard the bank and its customers from financial crime and risk.
• Issue debit cards and educate customers on mobile wallet, travel notices, and ATM locator tools to enhance convenience.
• Proactively onboard, educate, and follow up with customers to build lasting relationships, foster loyalty, and ensure satisfaction throughout their banking journey.
• Engage in consultative conversations to identify financial needs and refer customers to Relationship Bankers for tailored solutions helping customers achieve their financial goals.
• Open and close various types of consumer accounts, including ownership and beneficiary updates to ensure accurate records and support customers through life changes.
• Educate customers on digital banking tools such as mobile deposits, account alerts, and e-statements to promote self-service, convenience, and secure account management.
• Drive growth through referrals and cross-selling, actively supporting branch sales initiatives and helping customers discover products and services that meet their financial needs.
• Monitor for suspicious activity and apply compliance procedures, escalating complex issues when necessary to protect customers and uphold regulatory standards.
• Stay informed on emerging fraud trends and apply best practices in transaction monitoring to proactively safeguard the bank and its customers.
• Collaborate with internal teams to deliver holistic solutions and support branch initiatives, ensuring a seamless and unified customer experience.
• Participate in branch projects and community events, representing IncredibleBank with professionalism and strengthening local relationships.
• Maintain a high level of professionalism, ensuring every customer feels valued, respected, and confident in their banking experience.
• Resolve customer complaints and service issues by working collaboratively with branch staff and other departments demonstrating accountability and commitment to customer satisfaction.

Requirements

• Associate's degree in Finance, Accounting, Business Management, or a related field preferred, providing a strong foundation in financial principles and customer service.
• 13 years of experience as a bank teller or in a similar role demonstrating familiarity with banking operations and customer interaction.
• Experience in a relationship-oriented, client-centric environment preferred, reflecting a commitment to personalized service and long-term customer engagement.
• Advanced mathematical, analytical, and communication skills to ensure accuracy, insight, and clarity in every customer interaction.
• Strong critical thinking and effective problem-solving abilities, enabling quick resolution of customer issues and operational challenges.
• A collaborative mindset focused on building productive relationships, supporting teamwork, and unified customer experience.
• Flexibility and responsiveness to evolving customer expectations and business needs, ensuring adaptability in a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• Must be able to pass a background check.
• Must be able to work flexible hours, including weekends and holidays.

Skills

• Excellent customer service skills.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office Suite.
• Knowledge of banking regulations and compliance procedures.

Benefits

Our promise of ICE extends to our employees as well. Our employees are our greatest asset, and we strive to show our appreciation by offering top-tier benefits and, dare we say, more than competitive compensation that we're willing to discuss up front. And we are constantly evaluating and improving our benefits. In fact, eligible employees receive over 30 days off per calendar year! That includes 18 days of PTO to begin, PLUS an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 observed Bank Holidays.

Pay

This is a regular full-time, hourly non-exempt position, averaging approximately 40 hours/week. Schedule may vary between the hours of 8:00 am to 5:30 pm CST Monday through Friday and 9 am to 12 pm CST on Saturdays.

Schedule

This position will work on-site at our IncredibleBank branch location in Minocqua.