Customer Experience Representative II

Platte Valley Companies•Cheyenne, WY

About The Position

The Customer Experience Representative II delivers personalized, professional, and welcoming service for account transactions and helps customers navigate their financial journey. The role provides a one-stop resource for customers and branch coverage, requiring proficiency in money handling and a commitment to creating an exceptional customer experience. The position performs personal and business account services, including opening, servicing, processing transactions, and maintaining accounts. It supports customers with banking products, services, self-service tools, digital and mobile banking, and bank cards; researches and resolves account questions and discrepancies; and follows banking policies, procedures, regulatory requirements, and internal controls. The role also attends relevant meetings and training, shares customer feedback and insights with a supervisor, and performs other duties as assigned. This role involves light physical work, including occasional exertion of up to 20 pounds and frequent exertion of up to 10 pounds, along with various movements and activities such as reaching, standing, walking, lifting, and interacting with others. Listed equipment includes a computer, scanner, debit card encoder and printer, teller machine, 10-key adding machine, check encoder, fax machine, copy machine, and telephone. The employer is an equal opportunity employer, including disability and veterans.

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 skills, interpersonal skills, prioritizing, problem solving, selling skills, teamwork, and time management.
Ability to perform the listed work activities, with or without reasonable accommodation; physical requirements include light work and exerting up to 20 pounds occasionally and up to 10 pounds frequently.

Nice To Haves

One to two years of banking experience preferred.
Customer contact experience in a sales environment preferred.
Experience with a 10-key adding machine preferred.

Responsibilities

Perform daily personal and business account services, including opening, servicing, transaction processing, and account maintenance for checking, savings, CDs, IRAs, and HSAs, in accordance with banking policies and procedures.
Provide quality service to customers and prospective customers by greeting them courteously and showing kindness and genuine interest.
Maintain knowledge of company products, services, and promotions; respond to 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, 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, and suggestions, as well as 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.