Customer Experience Specialist I

Woodforest National Bank • The Woodlands, TX

16h

About The Position

The Customer Experience Specialist I delivers Woodforest National Bank’s customer experience vision and builds customer relationships in an inbound and outbound call center. The role supports customers in achieving their financial goals while maintaining their trust and contributes to the bank’s culture. It requires working accurately and efficiently in a fast-paced environment, using critical thinking and multitasking across multiple systems. The specialist provides customer service and account support, resolves issues, explains banking products and services, and identifies appropriate opportunities to recommend additional products. Performance is measured against minimum standards, with incentive opportunities across operational thresholds.

This is a full-time position in a professional call center environment. It involves extensive use of a telephone and personal computer, sitting most of the time, and may include brief periods of walking, moving, or standing. Lifting and carrying demands are limited to no more than ten pounds. Travel is described as negligible, at 5–10%.

Requirements

• At least 1 year of customer service experience.
• High school diploma or equivalent.
• Ability to work within the position’s operating hours and days, with good attendance and punctuality.
• Ability to learn multiple banking systems, including Microsoft Word and Outlook.
• Knowledge of, or ability to quickly learn, banking and lending products, services, policies, procedures, regulatory guidelines, and sales and service processes.
• Ability to maintain confidentiality, follow directions, and apply policies, procedures, and guidelines.
• Strong organizational skills and ability to prioritize and multitask while maintaining accuracy and attention to detail.
• Ability to remain composed and convey a positive attitude when interacting with customers and internal team members.
• Strong written and verbal listening and communication skills.
• Customer-service orientation and effective problem-solving abilities.
• Ability to meet or exceed business goals and objectives while fostering a team atmosphere.
• Comfort receiving ongoing performance feedback and coaching.

Nice To Haves

• At least 1 year of experience in a professional call center environment.
• At least 1 year of experience in a financial services environment.

Responsibilities

• Manage customer relationships through inbound and outbound calls in a fast-paced call center.
• Use critical thinking, multitask, navigate multiple systems, and resolve customer needs efficiently and accurately.
• Meet or exceed minimum performance standards; performance is measured across operational thresholds with incentive opportunities.
• Process service requests and account updates, resolve issues, and provide accurate information about banking products, policies, online services, and customer accounts.
• Identify appropriate opportunities to market and cross-sell bank products to meet customer needs.
• Read frequent updates and learning materials and apply them accurately in customer calls.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED