Customer Experience Representative II

Platte Valley Companies•Walden, CO

13d•$22 - $25

About The Position

Deliver personalized service for account transactions in a professional and welcoming manner, helping customers navigate their financial journey with confidence. Maintain proficiency in money-handling functions to serve as a one-stop resource for customers and provide branch coverage. Contribute a sharp presentation and an exceptional experience to every customer. The role provides daily personal and business account services, including account opening, servicing, transaction processing, and maintenance. It also involves customer education, product and service referrals, digital banking support, account research, discrepancy resolution, cash drawer balancing, and compliance with banking policies, procedures, regulatory requirements, and risk controls.

Requirements

High school diploma or equivalent.
Effective oral and written communication skills, including telephone communication.
Ability to operate a computer and required software.
Fundamental mathematical ability.
Ability to work with and maintain the confidentiality of sensitive information.
Ability to learn and adapt in a cross-functional environment.

Nice To Haves

One to two years of banking experience.
Customer contact experience in a sales environment.
Experience with an adding machine.
Competencies in decision making, dependability, development, environmental safety, evaluation skills, interpersonal skills, prioritizing, problem solving, selling skills, teamwork, and time management.

Responsibilities

Perform daily personal and business account services for checking, savings, CDs, IRAs, and HSAs, including opening, servicing, transaction processing, and account maintenance accurately and efficiently in accordance with banking policies and procedures.
Provide quality service to current and prospective customers, greeting them with courtesy, kindness, and genuine interest.
Maintain knowledge of company products, services, and promotions to answer inquiries, assess customer needs, and refer appropriate banking products and services.
Provide full-service banking, educate customers about self-service options, research and resolve problems, and respond to inquiries about account status.
Maintain knowledge of company policies, practices, procedures, and regulatory requirements.
Attend scheduled meetings, training, and activities related to money-handling transactions, account management, and company initiatives.
Process daily money-handling transactions and balance the cash drawer to support customer inquiries and branch coverage as needed.
Use customer banking tools to educate customers and troubleshoot digital banking, mobile banking, and bank card issues and inquiries.
Research accounts and resolve discrepancies.
Relay customer comments, concerns, suggestions, and personal insights to a supervisor in a timely manner.
Meet minimum performance standards for internal controls and risk-management protocols for fraud detection and prevention.
Perform other duties as assigned.