Customer Experience Representative
About The Position
At TrustBank, every customer interaction matters. As our Phone Reception Specialist, you will serve as the welcoming voice of the bank, helping customers, businesses, and community members connect with the people and resources they need. This highly visible role is perfect for someone who enjoys helping others, solving problems, building relationships, and creating exceptional customer experiences. As TrustBank continues to grow, you'll play an important role in supporting customers across our markets while contributing to a culture built on service, teamwork, and community commitment. This position professionally answers and routes incoming calls, assists with basic customer service requests, provides information about bank products and services, and supports a variety of administrative and customer experience functions. The role requires strong communication skills, attention to detail, professionalism, and the ability to efficiently manage multiple priorities while delivering exceptional service.
Requirements
- High school diploma or equivalent required.
- Excellent verbal communication, customer service, professionalism, problem-solving, organization, multitasking, attention to detail, and the ability to remain calm and effective in a fast-paced environment.
- Ability to work independently and collaboratively with employees across multiple locations.
- Proficiency in Microsoft Office applications, Outlook, telephone systems, customer service software, core banking systems, and general office equipment.
- Demonstrates adaptability in using new technologies, including artificial intelligence tools, to improve service and efficiency.
Nice To Haves
- Prior customer service, receptionist, call center, banking, or administrative experience preferred.
Responsibilities
- Answer and route incoming telephone calls promptly, professionally, and accurately.
- Serve as the first point of contact for customers calling bank locations.
- Identify caller needs and direct calls to the appropriate department or employee.
- Provide general information regarding branch locations, hours, products, services, and bank procedures.
- Assist customers with routine service requests including address changes, debit card questions, online and mobile banking support, and account-related inquiries as permitted.
- Perform first-level troubleshooting for digital banking and customer access issues.
- Document customer inquiries and follow established procedures for issue resolution and escalation.
- Maintain and update employee directories, call routing information, and related records.
- Support customer experience initiatives including mailings, customer communications, birthday cards, surveys, and outreach activities.
- Perform clerical and administrative duties including scanning, filing, data entry, and document preparation.
- Partner with branch, operations, and lending teams to ensure customer inquiries are handled effectively.
- Identify opportunities to introduce customers to additional bank products and services.
- Maintain confidentiality and comply with all bank policies, procedures, and regulations.
- Participate in training, meetings, and professional development opportunities.
- Promote TrustBank Values and Service Standards in every interaction.
- Perform other duties as assigned.
Benefits
- 401(k) plan featuring a discretionary employer match in bank stock
- Annual discretionary bonus
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
