CUSTOMER EXPERIENCE SPECIALIST (CUSTOMER SOLUTIONS CALL CENTER) - HEADQUARTERS

STAR Financial Bank•Fort Wayne, IN

13d•Hybrid

About The Position

STAR Financial Bank is an Indiana-based community bank with over 80 years of experience, known for its quality service, personalized banking solutions, and innovative technology. We are committed to community involvement through giving and employee volunteerism, partnering with organizations that improve our communities. Our core values include Honesty & Integrity, Accountability, Respect for All, Do What’s Right, Commitment to Lifelong Learning, Community Leadership, Being Progressive, Celebrating Success, and Remaining Independent. STAR Financial Bank celebrates diversity and is committed to inclusivity for all employees and applicants, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, pregnancy, age, disability, genetic information, marital status, or status as a covered veteran. This role is part of a hybrid work model, combining in-person and remote work.

Requirements

Ability to maintain a professional image through appearance, communication, personality, and representation of the STAR brand.
Ability to calmly handle stressful situations.
Excellent hand-eye coordination.
Demonstrated ability to multitask utilizing multiple software systems, multiple monitors, and audio-video technology.
Possesses interpersonal communication skills.
Ability to perform at a high level within a complex, multifunctional technical environment.
Ability to assess risk, exercise discretion, and handle sensitive and confidential issues.
Exceptional verbal and written communication skills.
Strong listening skills.
Highly organized and detail-oriented.
Advanced computer skills with experience using Microsoft Office suite, as well as 10-key and alphanumeric data entry.
Ability to stand and/or sit for extended periods.

Responsibilities

Evaluates and responds timely to a wide variety of customer issues via phone call, chat, or e-mail, handling them directly or referring to the proper source.
Provides expertise and guidance to customers, educating them on available products, services, and technology.
Answers customer inquiries regarding products, procedures, regulations, and fees.
Completes all account maintenance issues in a timely manner.
Processes customer video banking machine transactions accurately and efficiently via video interaction, providing high-level customer service according to STAR's sales and service guidelines.
Makes sound decisions affecting customer account status based on available information and established procedures, or provides superior customer service including opening new accounts and resolving inquiries via phone, e-mail, and chat.
Handles all phases of teller transactions, including checking, savings, and loans within designated limits, when appropriate.
Examines and ensures the validity of all requested transactions/interactions.
Develops and maintains strong working knowledge of all bank products and services to provide the best customer service using STAR cross-sell techniques.
Develops and maintains strong technical knowledge of the core banking system.
Verifies endorsements as required by teller operational policies.
Reports suspicious activity through proper channels.
Adheres to and applies all operational policies and procedures, and complies with all federal and state regulations.
Generates new business to assist in meeting established profitability goals.