Description

Customer Xperience center specialist will help set the example for their fellow co-workers by demonstrating leadership qualities both on and off customer calls. Their support of teamwork, room participation, product training, promoting any changes that City Bank is making for the betterment of the bank and support of management is important as being a leader in the room. Being an active role model of high scores on random pulled calls or calls of the week or month will show the importance of making the calls the best that they can be. CXR specialists will assist team leads, as needed, with question or problems other CXR's may have.

Prior banking experience or leadership experience is required with attention to detail. Will take customer calls along with other CXR's, handling all areas of customer account issues, online banking, mobile banking, loan payments, debit cards, disputes and fraud. Must be able to problem solve quickly while providing a high level of customer service and maintain confidentiality in dealing with customer sensitive information. Must be able to show proficiency with submitting and matching C/X referrals. CXR specialist must understand that calls are recorded for training purposes and personal recognition. Must follow all policies and procedures of City Bank.

Essential Duties

1. Answer incoming calls in queue or from transferred calls from internal bank employees regarding customer problems or inquiries on account issues, including but not limited to: balances, NSF, fees, stop payments, returns, over draft, debit cards, online banking, mobile banking products, loan payments and processes, new and closing of accounts, maintenance of accounts.

2. Understand all City Bank systems and programs used on daily basis.

3. Confidential information on customers is kept in secure place or if ready for discard then placed in the document bend to be destroyed.

4. Take initiative for ongoing training offered by City Bank.

5. Have advanced knowledge of City Bank products and services in order to make quality C/X referrals.

6. Customer service is priority; use proper phrases, courteous, friendly and pleasing tones.

7. Calls are recorded and randomly pulled weekly for quality measure following a score sheet and used for training and for personal reward and recognition.

8. Log each call into Synapsys.

9. Clearly listen and understand the customer or other CXR's needs, seek help for correct answer through our intranet, manager or upper management.

10. Listen to own calls to increase quality calls.

11. Be a team player, lead by example, adapt to change, participate in team meetings, be supportive in upper management suggestions for the betterment of the department.

12. May be asked to be cross trained for the PBX.

13. May also be asked to assist CXR team lead with one on one training with new hires.

14. Proactively seek opportunities for cross-training to make you a valuable member of the team.

15. Achieve and maintain advanced customer service scores.

16. provide outstanding customer service.

17. Escalations will first be sent to customer Xperience center team lead, then to customer Xperience center manager, customer Xperience assistant or head of customer Xperience.

18. May also be asked to handle other CXR's escalations if CXR team lead or manager is unavailable. 

Customer Xperience center specialists are reviewed after the first 90 days, at year end and any time a problem should arise. Calls may be reviewed daily.

Equal Opportunity Employer/Veterans/Disabled

Qualifications