Customer Experience Specialist

SUMMARY OF THE JOB

The Customer Experience Specialist is expected to assist customers over the telephone in a professional and courteous manner, and adhere to the service standards set by the Customer Experience Department. This position is eligible for a hybrid work schedule after completing onsite training for the first 90 days.

ESSENTIAL FUNCTIONS

• Accurately, efficiently and professionally answer customer inquiries via the telephone.
• Independently provide the highest level of customer service, general account servicing and problem resolution, escalating through the proper channels when necessary.
• Performs account maintenance such as processing: check orders, stop payments, disputes, online banking requests, bill pay inquiries, etc.
• Provides banking solutions to enhance and create lasting customer relationships.
• Customer Service: Provides courteous, efficient, personalized service and satisfactory problem resolution to each customer in accordance with customer service standards. Ability to handle complex situations and demonstrate de-escalating skills when dealing with irate or emotional customers.
• Compliance: Adheres to banks policies and procedures.
• Technical: Efficiently utilizes computer systems including Outlook, Microsoft, Insight, and internal intranet platform.

MINIMUM REQUIREMENTS

• At least two years of tele-services/customer service experience is preferred.
• Familiarity with Bank products, services, and regulations, in particular CRA and other Fair Lending laws normally acquired through one to two years of banking experience and training preferred.

PHYSICAL REQUIREMENTS

• General Office Equipment
• Keyboard Dexterity
• Lifting/carrying up to 25 lbs.
• Use of general office equipment
• Ability to travel