Customer Experience Specialist

The Honesdale National Bank•Archbald, PA

About The Position

The Customer Experience Specialist is responsible for delivering exceptional service and support. This role includes operating a full-service customer experience station, processing financial transactions, opening new accounts, assisting with consumer loan inquiries, and promoting bank products and services. Flexibility, strong communication skills, and commitment to accuracy and professionalism are essential. As a CES, you play a vital role in strengthening customer relationships and enhancing the bank’s presence in the community.

Requirements

Exceptional customer service and relationship-building skills
Strong verbal and written communication
Effective problem-solving and conflict resolution abilities
High attention to detail and accuracy
Proficiency in Microsoft Office and banking software
Ability to multitask and prioritize in a fast-paced environment
Strong organizational and time management skills
Team-oriented with the ability to work independently
Sales acumen and ability to identify customer needs
Commitment to confidentiality and ethical standards
Willingness and ability to cross-sell bank services
High school diploma or equivalent
Previous cash handling and customer service experience preferred
Prior experience in a customer-facing banking role desired
Strong keyboarding, PC, and telephone skills
Valid driver’s license with a clean driving record

Responsibilities

Process deposits, withdrawals, check cashing, and loan payments with accuracy and efficiency
Handle cashier’s checks, money orders, certified checks, credit card payments, and cash advances
Provide access to safe deposit boxes (if available) and assist with related documentation
Balance cash drawer and ATM as needed; maintain control and security of cash
Open and record night deposit bags; prepare currency orders
Deliver prompt, courteous, and solution-oriented service to all customers
Proactively resolve customer concerns and escalate complex issues as needed
Answer incoming calls and provide support in alignment with Customer Service Standards
Assist customers with account reconciliation and check orders
Complete Currency Transaction Reports (CTRs) and maintain the Monetary Instruments Log
Use procedural manual as a daily resource
Recommend improvements to enhance service and efficiency
Provide coverage across various branch locations as requested
Greet and assist lobby customers, directing them appropriately
Advise customers on bank products and services; identify cross-sell opportunities
Support marketing initiatives and participate in community events to enhance visibility and business development
Explain account types and guide customers in selecting appropriate products
Open personal and business accounts, prepare documentation, and maintain updated contact records
Assist with consumer loan inquiries
Order checks online and facilitate fund transfers
Support customers in the safe deposit box area (when available)
Build and maintain strong customer relationships through quality service
Suggest updates to the CES manual as needed
Perform branch audits and prepare reports
Hold check signing and override responsibilities
Stay informed on current banking regulations and internal policies
Participate in community events to enhance visibility and attract new business
Assume additional responsibilities as directed