Banking Specialist, Customer Experience

Heritage Bank NA • Willmar, MN

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About The Position

This position combines the responsibilities of a lobby-focused Universal Banker with the expertise of an Operations Specialist. The ideal candidate will possess a strong understanding of overall banking operations, have exceptional customer service skills, and possess the ability to thrive in a fast-paced environment. This hybrid role combines the essential elements of customer service and operational efficiency, empowering you to make a positive impact on both customer satisfaction and the overall success of the bank.

Requirements

• Associate’s or Bachelor’s degree in Finance, Business Administration, or related field preferred.
• Prior experience in banking, customer service, or a related field is advantageous.
• Strong interpersonal skills with the ability to empathize and communicate effectively with diverse customers.
• Detail-oriented with excellent organizational and time management abilities.
• Proficiency in using banking software, Microsoft Office Suite, and digital communication tools.
• Knowledge of banking regulations and compliance standards.
• A passion for delivering exceptional customer experiences.

Responsibilities

• Provide a world-class customer experience by handling inquiries, resolving issues, and addressing concerns promptly and professionally.
• Act as a trusted advisor for customers offering guidance on banking products, services and procedures.
• Be adaptable to helping customers regardless of the banking channel chosen; in-person, telephonic, chat, text, emails or whatever the next technology the customer demands we communicate with. This could require work being performed out of any MN branch locations.
• Execute a variety of banking transactions accurately and efficiently, including deposits, withdrawals, transfers and loan payments.
• Ensure compliance with regulatory requirements and internal policies while processing transactions.
• Assist customers with opening and closing accounts, updating account information, and managing account inquiries.
• Proactively identify opportunities to cross-sell banking products and services to help customers find a solution for their financial pains.
• Performing tasks for deposit products and services including but not limited to: Demand Deposit Accounts, Savings Products, Certificates of Deposit, Digital Banking, Treasury Management services and Quality Assurance tasks to ensure accuracy, quality and compliance of the Team’s work.
• Performing tasks for loan products and services including but not limited to; creating loan documents, filing proper collateralization instruments, ordering third-party reports, booking loans, addressing servicing concerns, updating workflow status pre- and post-closing in our systems and Quality Assurance tasks to ensure accuracy, quality and compliance of the Team’s work
• Collaborate with other departments such as sales, marketing, and compliance to ensure seamless customer experiences and compliance with regulations.
• Liaise with back-office teams to address operational challenges and streamline processes for improved efficiency.
• Participate in training sessions and knowledge sharing activities to stay updated on product offerings, policies, and procedures.
• Utilize banking software and digital platforms effectively to process transactions, access customer information, and provide online support.
• Educate customers on digital banking tools and encourage adoption to enhance their banking experience.
• Participates in all required training.
• Responsible for security as it applies to this position.
• Responsible for compliance with banking regulations.
• Deals professionally with all internal and external customers.

Benefits

• Full-time team members enjoy a comprehensive benefits package including paid time off, paid holidays, and even paid volunteer days.
• We’ve got your health covered with medical, dental, and vision insurance, plus you can plan for your future with our 401(k) and ESOP retirement plans.
• And that’s not all - enjoy a range of additional benefits and incentives consistent with our company policy.
• Join us and discover how rewarding your career can be!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees