Customer Experience Representative II

Platte Valley Companies•Steamboat Springs, CO

3d•$26

About The Position

JOB SUMMARY: Deliver personalized service for account transactions in a professional and welcoming manner and assist customers in navigating their financial journey with confidence. Provide a more comprehensive level of exceptional service that may include having lending authority to offer and approve consumer loans. Assist fellow Associates to research and resolve deposit account and internal operations issues. RESPONSIBILITIES: ESSENTIAL FUNCTIONS: a. Responsible for performing daily personal and business account services (checking, savings, CDs, IRAs, HSAs) that include opening, servicing, transaction processing and account maintenance in a timely, accurate and efficient manner per banking policy and procedures. b. Provide quality customer service to all customers and prospective customers. Greet clients and prospective clients extending courtesy, kindness, and genuine interest. c. Maintain knowledge of company products, services and promotions in order to respond to customer inquiries and complete needs assessments to refer appropriate banking products and services. d. Provide full-service banking to customers; educate on self-service, research and resolve problems and respond to customer inquiries on account status. e. Maintain knowledge of company policies, practices and procedures. f. Attend all scheduled meetings, training and activities related to money handling transactions, account management and other company initiatives. g. Maintain proficiency of processing daily money handling transactions to respond to customer inquiries and balancing cash drawer to maintain branch coverage as needed. h. Establish full proficiency in all customer banking tools to educate and troubleshoot digital, mobile banking, and bank card issues and inquiries. i. Perform account research and resolve discrepancies. j. May be granted consumer lending authority to advise on applicable loan products, evaluate loan applications, determine creditworthiness, advise applicants on loan options, and ensure compliance with regulations. k. Additionally, administration of a consumer lender loan portfolio includes maintaining strong relationships with borrowers to ensure satisfaction and repeat business and tracking loan payments, identifying potential delinquencies, and taking appropriate action. Make referrals to other departments for more complex loan applications when necessary. l. Demonstrate a high level of proficiency in banking functions by performing at or above established standards. Possess the knowledge and judgement to research and resolve deposit account and internal operations issues, while engaging appropriate operational teams when necessary to ensure effective resolution and support for fellow Associates and departments. m. Relay customer comments, concerns, or suggestions — as well as your own insights — to your supervisor and internal departments in a timely manner. n. Maintain minimum performance standards for internal controls and risk management protocols for fraud detection and prevention. o. Other duties as assigned.

Requirements

Post high school education and/or previous sales experience helpful.
3-4 years of banking and account management experience preferred.
General areas of competency: decision making, dependability, development, environmental safety, evaluation skills, interpersonal skills, prioritizing, problem solving, selling skills, team skills and time management.
Effective oral and written communication skills (including telephone).
Ability to operate a computer and software skills required; adding machine preferred.
Fundamental mathematical ability.
Must be capable of working with and maintaining the confidentiality of sensitive information.
Ability to learn and adapt in a cross-functional environment.
Demonstrated record of achievement in social and/or extracurricular and leadership skills.

Responsibilities

Responsible for performing daily personal and business account services (checking, savings, CDs, IRAs, HSAs) that include opening, servicing, transaction processing and account maintenance in a timely, accurate and efficient manner per banking policy and procedures.
Provide quality customer service to all customers and prospective customers. Greet clients and prospective clients extending courtesy, kindness, and genuine interest.
Maintain knowledge of company products, services and promotions in order to respond to customer inquiries and complete needs assessments to refer appropriate banking products and services.
Provide full-service banking to customers; educate on self-service, research and resolve problems and respond to customer inquiries on account status.
Maintain knowledge of company policies, practices and procedures.
Attend all scheduled meetings, training and activities related to money handling transactions, account management and other company initiatives.
Maintain proficiency of processing daily money handling transactions to respond to customer inquiries and balancing cash drawer to maintain branch coverage as needed.
Establish full proficiency in all customer banking tools to educate and troubleshoot digital, mobile banking, and bank card issues and inquiries.
Perform account research and resolve discrepancies.
May be granted consumer lending authority to advise on applicable loan products, evaluate loan applications, determine creditworthiness, advise applicants on loan options, and ensure compliance with regulations.
Additionally, administration of a consumer lender loan portfolio includes maintaining strong relationships with borrowers to ensure satisfaction and repeat business and tracking loan payments, identifying potential delinquencies, and taking appropriate action. Make referrals to other departments for more complex loan applications when necessary.
Demonstrate a high level of proficiency in banking functions by performing at or above established standards. Possess the knowledge and judgement to research and resolve deposit account and internal operations issues, while engaging appropriate operational teams when necessary to ensure effective resolution and support for fellow Associates and departments.
Relay customer comments, concerns, or suggestions — as well as your own insights — to your supervisor and internal departments in a timely manner.
Maintain minimum performance standards for internal controls and risk management protocols for fraud detection and prevention.
Other duties as assigned.