Customer Experience Specialist I (Call Center)

RCB Bank•Vinita, OK

5d•Onsite

About The Position

The Customer Experience Specialist I provides telephone customer service for routine inquiries and concerns from customers and branches regarding banking products and financial services. The role supports customers and branches with technical assistance for bank-related business products, including Online Banking, IVR, and ITM, and retrieves account and transaction information electronically while following bank, regulatory, and legal compliance requirements. The specialist works to resolve customer concerns and difficult problems, referring matters to a supervisor or manager as needed. This role is performed in an office environment in a climate-controlled facility, sometimes in a basement. It involves frequent use of the telephone, computer, and other office equipment, with employees typically seated at their desks for most of the day. The specialist works with general supervision, both independently and as part of a team, and is expected to maintain a pleasant, cooperative attitude in a fast-paced call center, including during periods of high call volume. Regular, reliable attendance and the ability to work varying hours are required.

Requirements

At least one year of customer service experience.
High school diploma or GED.
Strong telephone, reading comprehension, and verbal and written communication skills.
Strong customer service skills and the ability to communicate professionally and with care.
Strong analytical and problem-solving skills, including the ability to make decisions independently.
Ability to thrive in a fast-paced environment and multitask across phone calls, chat sessions, emails, and other work.
Solid typing skills.
Regular and reliable attendance and ability to work varying hours.
Ability to work with general supervision, independently and as a team member, and maintain a pleasant, cooperative attitude during high call volume.

Nice To Haves

Drive to find positive solutions to customer and department situations.
Strong client focus and excellent problem-solving and decision-making skills.
Knowledge of banking and cash management products and systems.
Interest in community involvement.

Responsibilities

Provide telephone customer service for routine inquiries and concerns from customers and branches about banking products and financial services.
Assist customers and branches with technical issues involving bank-related business products, including Online Banking, IVR, and ITM.
Electronically retrieve customer account and transaction information to respond to inquiries while following bank, regulatory, and legal compliance requirements.
Assist customers and branches with concerns and difficult problems, work toward resolution, and refer issues to a supervisor or manager as needed.