Customer Experience Specialist

Merchants National Bank • Hillsboro, OH

7d

About The Position

The Customer Experience Specialist is a customer-focused role that answers incoming telephone calls, responds to online inquiries, and assists internal staff with questions about deposit accounts, electronic banking services, transactions, account documentation, and Bank products and procedures. The specialist researches and resolves inquiries accurately and professionally, coordinates support across departments, and provides clear guidance to customers and employees. Through continued development of banking knowledge, operational skills, and experience, the specialist is expected to become a trusted subject matter expert and resource in assigned areas.

The position has two levels based on knowledge, skills, demonstrated proficiency, scope of responsibility, and relevant tenure or experience. Specialist I develops proficiency across assigned functions and completes work with routine guidance. Specialist II demonstrates advanced proficiency across multiple functions, handles broader or more complex assignments with greater independence, and serves as a knowledgeable resource for peers.

The role supports customer service and employee inquiries, electronic banking and transaction processing, account documentation review, operational controls, risk and compliance activities, and team processes. It requires following Bank policies and procedures, protecting confidential information, maintaining accurate records, and keeping current on products, systems, procedures, and regulatory requirements.

Requirements

• High school diploma or GED.
• Clear and professional verbal and written communication skills.
• Ability to organize work, manage competing priorities, meet deadlines, and maintain attention to detail.
• Ability to research information, analyze documentation and transactions, identify discrepancies, and develop appropriate solutions.
• Working knowledge of general business math, debits and credits, account reconciliation, Microsoft 365 applications, Windows-based systems, and standard office equipment.
• Ability to learn and use core banking, electronic banking, card, wire, document-imaging, reporting, and related systems.
• Ability to maintain confidentiality and exercise sound judgment when handling customer information and financial transactions.

Nice To Haves

• Related banking, customer service, operations, audit, or electronic banking experience.
• Relevant experience, demonstrated knowledge and skills, and tenure in the role or comparable banking operations for placement or progression between levels.

Responsibilities

• Serve as a primary point of contact through phone, email, online, and internal support channels using a professional and courteous approach.
• Assist with questions about deposit accounts, account maintenance, electronic banking, debit cards, payments, transfers, and other Bank products and services.
• Research issues, communicate status and resolutions clearly, and coordinate with branches, departments, vendors, and other support resources as needed.
• Guide branch and Bank employees on account procedures, documentation, maintenance, and electronic banking services.
• Support consumer and business online and mobile banking, e-Statements, alerts, transfers, bill pay, real-time payment processing, remote deposit capture, ACH origination, positive pay, and related services.
• Process assigned domestic and foreign wire transfer activities, including verification, dual-control, recordkeeping, and balancing functions.
• Support consumer and business debit card activities, including maintenance, adjustments, disputes, chargebacks, fraud research, alerts, and Regulation E-related processing.
• Complete assigned bookkeeping and operational activities, including mobile deposit review, payment processing, encoding corrections, account verification, general ledger entries, reconcilements, and report monitoring.
• Review new and existing account documentation and maintenance submissions for accuracy, completeness, consistency, and adherence to procedures and compliance requirements.
• Compare Bank-generated documents, customer supporting documentation, and core system information; document exceptions and communicate required corrections.
• Maintain tracking records for submissions, pending corrections, deadlines, and completed reviews, and retain documentation according to procedure.
• Identify recurring errors or trends and communicate observations to management to support consistent practices and process improvements.
• Follow Bank policies, procedures, security practices, privacy requirements, BSA/CIP standards, Regulation E, internal controls, and applicable regulatory guidance.
• Complete assigned exception monitoring, maintenance reviews, operational reports, balancing, quality-control checklists, and audit or risk-assessment support.
• Maintain organized and accurate records and protect confidential customer and Bank information.
• Keep current on procedures, products, systems, and regulatory requirements through required training and ongoing learning.
• Collaborate across departments to provide consistent service and timely issue resolution.
• Provide backup support within the Customer Experience function and assist with business customer services when assigned.
• Identify opportunities to improve workflows, reduce manual effort, strengthen controls, and improve the customer and employee experience.
• Perform other related duties as assigned.

What This Job Offers

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