Consumer Experience Specialist

SUMMARY

The position of Consumer Experience Specialist is responsible for the opening of all new accounts, the updating of all existing accounts, as well as handling customer inquires either in person or by phone. 

Assures compliance with all Bank policies and procedures, as well as, all applicable state and federal banking regulations.

ESSENTIAL DUTIES

• Assist customers over the phone and via electronic channels with any request.
• Open and/or update new or existing consumer and business accounts, safe deposit boxes, and C.D.’s with minimal to no errors and complying with all account policies and procedures.
• Ensure customer accounts are up to date with the latest, most accurate information.
• Help customers by phone or electronically resolve problems or concerns with their accounts.
• Must have knowledge of all products and services the bank offers.
• Assist customers and potential customers in selecting the appropriate bank product or service for their needs.
• Maintain good customer relations and refer customers to the appropriate bank staff for new services.
• Assist with answering the telephone and directing phone calls to proper bank personnel.
• Handle phone call requests to transfer money between accounts.
• Perform clerical duties such as managing files and records.
• Contribute to a positive team environment through the department, branch, and Bank.
• Perform other duties and/or projects as assigned by management.
• Treats people with respect; keeps commitments; Inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
• Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the bank through outside activities.
• Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions.  The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

MINIMUM  REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.  Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED); or 1 years of related experience and/or training; or the equivalent combination of education and experience.  Work related experience should consist of a cash handling and/or customer service background.  Educational experience, through in-house training sessions, formal school, or financial industry related curriculum, should be business or financial industry related.
• Basic experience, knowledge and training in branch operation activities, terminology, products and services.
• Basic knowledge of related state and federal banking compliance regulations, and other Bank operational policies.
• Basic skills in computer terminal and personal computer operation; mainframe computer system; word processing and spreadsheet software.
• Basic typing skills to meet production needs of the position.
• Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; count currency, coin and negotiable instruments in a timely manner.
• Effective verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.
• Ability to deal with routine problems involving multiple facets and variables in standardized situations.
• Good organizational and time management skills.
• Ability to work with general supervision while performing duties.
• Current STATE driver’s license and a vehicle with appropriate insurance coverage if required to drive while performing assigned duties and responsibilities.

Updated: July 31, 2024