Customer Experience Specialist

VisionBank • Ames, IA

8d

About The Position

The Customer Experience Specialist is the initial point of contact for customers and focuses on providing excellent customer service. The role operates a telephone switchboard console, receives incoming calls, and handles customer interactions courteously and effectively, aiming to provide immediate solutions. It requires knowledge of customer service techniques, the ability to learn and use a multi-line telephone system accurately, and the ability to manage multiple priorities.

The position serves customer accounts, explains and sells banking products and services, processes a range of account and transaction requests, and responds to customer and staff inquiries. It follows established procedures and banking regulations, maintains transaction security and support records, and makes referrals to other areas of the bank. The role has no supervisory responsibilities.

Requirements

• High school diploma or GED, with two years of retail banking experience or an equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; and present information effectively in one-on-one and small-group situations.
• Ability to add, subtract, multiply, and divide, and compute rates and percentages.
• Ability to apply common-sense understanding to written, oral, or diagrammed instructions and address problems involving several concrete variables in standardized situations.
• Knowledge of Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Considerable knowledge of effective customer service techniques.
• Ability to learn and accurately use a multi-line telephone system.
• Ability to use a fax machine, photocopier, and other common office equipment.
• Ability to manage multiple priorities.
• Demonstrated sound judgment, professionalism, integrity, analytical and problem-solving ability, organization, and commitment to accurate, timely work.
• Effective verbal and written communication, collaborative relationship-building, customer service, initiative, accountability, adaptability, confidentiality, and ethical conduct.

Responsibilities

• Service accounts and cross-sell additional retail products and services based on customer needs.
• Initiate discussions to determine customer needs and develop customer relationships and portfolios.
• Explain account options, including ownership, business, IRA, funeral agreement, savings, certificate, and checking accounts.
• Collect, enter, and verify customer information according to established procedures while maintaining security.
• Refer new business customers to a Consumer and Commercial Relationship Banker and make referrals to other bank areas and lines of business.
• Follow policies and procedures for new and existing customers and cross-sell or refer banking products and services.
• Respond to customer and staff questions about retail bank products and services, including written and verbal requests and inquiries.
• Research customer and employee inquiries regarding retail bank products and services.
• Process and maintain check orders, deposits, withdrawals, debit card applications, internet banking enrollments, and bill-pay setup and inquiries.
• Stay informed about new and existing products and services.
• Process customer changes to address, name, and account-related data.
• Complete documentation for exchanges of government bonds and maintain support records.
• Follow up on incomplete new-account documentation and make courtesy calls to customers with maturing CDs.
• Perform required branch opening and closing duties.
• Maintain transaction security by documenting transactions properly and obtaining appropriate identification to verify customer information.
• Enter customer transactions into the computer and image and batch daily transactions.
• Maintain knowledge of other departments’ services and functions to assist customers and make sales referrals.
• Explain, promote, or sell products and services such as gift cards and cashier’s checks to meet customer needs and increase bank business.
• Assist customers with service problems and general inquiries by telephone while strengthening customer relations.
• Comply with applicable state and federal banking regulations.
• Participate in civic activities that promote community growth and development and a positive image of the bank.
• Manage customer debit-card and credit-card disputes promptly and correctly.

What This Job Offers

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