Customer Experience Representative II

Platte Valley Bank•Cheyenne, WY

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 with money-handling functions to serve as a one-stop resource for customers and provide branch coverage. Contribute a polished presentation and exceptional experience to every customer. The role provides daily personal and business account services, including checking, savings, CDs, IRAs, and HSAs. It includes account opening, servicing, transaction processing, and maintenance, as well as customer education, problem resolution, account research, and support with digital and mobile banking tools. The representative follows banking policies, procedures, and regulatory requirements; supports internal controls and fraud prevention; and communicates customer feedback and insights to a supervisor. This position involves light physical work, including occasional lifting or exertion of up to 20 pounds and frequent exertion of up to 10 pounds, along with activities such as reaching, standing, walking, and repetitive motions. Reasonable accommodation may be available. Equipment used includes a computer, scanner, debit card encoder and printer, teller machine, 10-key adding machine, check encoder, fax machine, copy machine, and telephone.

Requirements

High school diploma or equivalent.
Effective oral and written communication skills, including telephone communication.
Ability to operate a computer; software skills are required.
Fundamental mathematical ability.
Ability to work with and maintain the confidentiality of sensitive information.
Ability to learn and adapt in a cross-functional environment.
Ability to perform the physical activities involved in the job, with or without reasonable accommodation.

Nice To Haves

One to two years of banking experience preferred.
Customer contact experience in a sales environment preferred.
Adding-machine experience preferred.

Responsibilities

Perform daily personal and business account services for checking, savings, CDs, IRAs, and HSAs, including opening, servicing, transaction processing, and account maintenance in a timely, accurate, and efficient manner according to 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; respond to inquiries, assess customer needs, and refer appropriate banking products and services.
Provide full-service banking, educate customers on 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 other company initiatives.
Process daily money-handling transactions, respond to customer inquiries, and balance the cash drawer to 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, as well as personal insights, to a 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.