Customer Experience Specialist

Description

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.

Updated : January 23, 2025