Customer Experience Specialist

Corefirst Bank & Trust • Topeka, KS

7d • Onsite

About The Position

A Customer Experience Specialist serves as the point of contact for internal customers, external customers, and non-customers who contact CoreFirst via phone, website chat, website contact submission, and electronic banking messaging. Customer Experience Specialists answer questions about retail banking products and services and direct callers with other needs to the appropriate bank personnel. Customer Experience Specialists deliver the highest possible customer service as they perform all job duties and contribute to the bank’s business goals by selling and referring customers to appropriate products and services.

Requirements

• Requires six (6) months CoreFirst teller experience with demonstrated proficiency OR – six (6) months of outside banking, call center, or customer service experience
• High School Diploma or equivalent required
• Courtesy, customer service, and tact are essential elements of the job.
• Work involves much personal contact with others inside and outside the Bank for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Ability to relate to and empathize with different personalities while remaining resolution- and solutions-oriented.
• Adherence to CoreFirst Values; Respect, Communication, Integrity, Initiative, and Accountability.
• High level of skill in the CoreFirst Competencies of Customer Focus, Compliance, Ethics, Perseverance, and Time Management
• Working knowledge and proficient use of Microsoft computer applications including Word, Excel, and Outlook
• Ability to quickly adapt to changes in procedure and/or technology
• Applicants must pass a drug screen and background checks
• Internal applicants must be meeting the minimum requirements of their current job and submit a resume via the employee portal

Responsibilities

• Answer incoming calls from external customers to assist them from start to finish whenever possible by listening and asking appropriate questions
• Answers website chat, electronic banking messages, and website inquiries from external customers, to assist them from start to finish whenever possible
• Transfers calls when the customer's needs are beyond the scope of this position
• Answers questions regarding customer needs, concerns, and completing complex transactions
• Completes processes related to all commercial and retail banking products, including deposit, retirement, loan, bank card, electronic, and treasury management services
• As the processes develop, performs basic lending and deposit functions such as accepting applications, loan interviewing, running credit reports, and making loan recommendations
• Achieves goals set forth by the Customer Experience Manager regarding sales ratios, number of calls answered, length of calls, or other goals set forth by management
• Supports and participates in Bank marketing and promotional activities
• Creates Quarterly Sales Plans and performs duties outlined in the Quarterly Sales Plan
• Assists Customer Experience Supervisor by performing outbound calls or specialized duties to existing or new customers to strengthen or gain financial relationships, and support resolution to internal processes
• Proficiently processes customer transactions in a courteous, professional, accurate, and timely manner, following Bank policies and procedures.
• Answers questions, resolves problems, and finds solutions for customers.
• Answer incoming calls from internal customers to assist them from start to finish whenever possible by listening and asking appropriate questions
• Transfer calls when the customer's needs are beyond the scope of this position.
• Answers questions regarding electronic consumer services, including review of accounts, resets, secure delivery, contact updates, providing information on what services are available, how to enroll, and how to use consumer electronic services
• Answers questions regarding debit/credit/prepaid card services, including review of accounts, balances, transactions, lost/stolen blocks, travel notification, suspected fraud blocks, declined transactions, authorizations, activation, how to access and use electronic banking access through SSO or direct login, and questions about debit card processes
• Proficiently processes internal customer transactions in a courteous, professional, accurate, and timely manner, following Bank policies and procedures.
• Answers questions, resolves problems, and finds solutions for internal customers.
• Maintains and updates internal records and branch operational logs as needed

What This Job Offers

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