Customer Experience Representative II

Mountain Valley Bank•Walden, CO

13d

About The Position

The Customer Experience Representative II delivers personalized, professional, and welcoming service for customer account transactions and helps customers navigate their financial journey. The role maintains proficiency in money handling and account services to serve as a one-stop resource for customers and provide branch coverage. It contributes to a polished presentation and an exceptional customer experience. The representative provides daily personal and business account services, including opening, servicing, transaction processing, and maintenance for checking, savings, CDs, IRAs, and HSAs. The role also supports customer education and needs assessments, resolves account and digital banking issues, performs account research, and follows banking policies, procedures, regulatory requirements, and internal 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.
Competency in decision-making, dependability, development, environmental safety, evaluation, interpersonal skills, prioritizing, problem-solving, selling, teamwork, and time management.
Ability to perform the described job activities with or without reasonable accommodation.

Nice To Haves

1–2 years of banking experience.
Customer contact experience in a sales environment.
Experience with an adding machine.

Responsibilities

Perform daily personal and business account services—including opening, servicing, transaction processing, and account maintenance for checking, savings, CDs, IRAs, and HSAs—accurately, efficiently, and in accordance with banking policies and procedures.
Provide quality service to customers 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 account-status inquiries.
Maintain knowledge of company policies, practices, procedures, and regulatory requirements.
Attend scheduled meetings, training, and activities related to money handling, account management, and company initiatives.
Process daily money-handling transactions and balance the cash drawer to respond to customer inquiries and provide 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, and suggestions, along with personal insights, to the supervisor in a timely manner.
Maintain minimum performance standards for internal controls and risk management protocols for fraud detection and prevention.
Perform other duties as assigned.