Customer Experience Specialist

Baker Boyer Career•Kennewick, WA

10h•$41,650 - $50,000

About The Position

Baker Boyer is seeking a positive, client-focused professional to engage with customers and connect them to services that best meet their needs. Customer Experience Specialists build lasting relationships by delivering friendly, efficient service, solving problems, and executing client requests accurately and in a timely manner. Successful candidates are self-starters who thrive in a collaborative team environment, consistently provide a high level of client service, recommend appropriate banking solutions, and confidently assist clients with inquiries—including navigating and using the bank’s digital platforms.

Requirements

Goal oriented, self-motivated and enthusiastic about providing extraordinary client service.
Ability to make connections and support clients with their technological needs.
Excellent client service skills: able to deliver professional and courteous contact with the public on the phone or through digital platforms.
Ability to proactively build and maintain positive relationships by portraying an approachable and open-minded outlook.
Knowledge and ability to use and/or learn Microsoft Office Suite (Word, Excel, Outlook, Teams), and various other banking software with proficiency and accuracy.
Strong verbal and written communication skills: ability to read, write, speak and understand English.
Ability to handle complex problems involving several variables or seek additional support when needed.
Strong time management skills, attention to detail and accuracy; ability to efficiently organize and prioritize multiple tasks.
Knowledge of/or ability to easily learn and maintain banking policies and procedures
Associate’s degree and/or two to three years’ related experience preferred but not required.
General understanding of banking, banking software, and/or financial services industry required.

Responsibilities

Strengthens and develops client relationships by providing high levels of customer service.
Acts as the first point of contact for telephone, chat and email information requests.
Handles service issues of clients both on the phone and through various Digital Banking platforms by researching and resolving concerns.
Effectively and efficiently manages call, chat, and email queues across various platforms, ensuring response times are met within the agreed-upon timeline.
Answers incoming calls to Baker Boyer Bank and routes calls appropriately.
Acts as a Subject Matter Expert on all digital products.
Identifies client needs on core digital platforms and troubleshoots technology and learning concerns that keep the client from using products and services associated with the client’s digital experience. These products include, but are not limited to: Online Banking Mobile Banking Bill Pay Mobile Deposit Telephone Banking
Documents client activity and events in client relationship management software.
Develops and maintains a thorough knowledge of the Bank’s products, services, policies, procedures and federal regulations.
Maintains the security and confidentiality of Bank and client information.
Builds, retains, and expands internal relationships.
Assists coworkers with a variety of client banking solutions.
Collaborates with team members from all lines of business to carry out the Bank’s strategic plan.
Performs additional duties as requested.

Benefits

Medical, Dental, Vision plans with additional: AD&D & Life Insurance
Long Term Disability
401(k) - 100% safe harbor match up to 6%, plus an additional profit-sharing contribution, resulting in employer contributions of up to 12% of annual salary.
Paid Leave- 10 days of Vacation time – The annual Vacation accrual increases by a day each year for the first 10 years, and an additional half day each year for the next 10 years, reaching the maximum Vacation accrual of 25 days at year 20.
7 days of Sick, Safe & More (SSMORE) leave - SSMORE accrues at a rate of 1.2 hours for every 40 hours worked. SSMORE is intended to meet sick and safe leave needs, but it can also be used for vacation or other personal leave.
3 Revive & Renew (R&R) days – We understand the importance of unwinding and recharging, so these R&R days are loaded on the first of each year (prorated for new hires based on the quarter in which they’re hired).
11 Paid Federal Holidays annually
Life Assistance Plan
Free access to financial counselors
Employee Wellness Program
8 hours of paid volunteer time annually