Senior Customer Experience Representative

3 days ago


Leawood, Kansas, United States CrossFirst Bank Full time

About Us

CrossFirst Bank is a leading financial institution dedicated to providing exceptional customer service. We are committed to building long-term relationships with our clients and communities.

Job Summary

We are seeking an experienced Senior Customer Experience Representative to join our team. As a key member of our Client Care department, you will be responsible for delivering outstanding customer service, resolving client issues, and driving business growth.

Key Responsibilities

  • Client Support: Provide timely and professional support to clients via phone, email, or in-person interactions, ensuring their needs are met and exceeded.
  • Issue Resolution: Identify and resolve client issues efficiently, escalating complex matters to senior management as needed.
  • Process Improvement: Collaborate with team members to identify areas for process improvement, implement changes, and measure results.
  • Communication: Develop and maintain strong relationships with clients, internal stakeholders, and vendors through effective communication and conflict resolution.
  • Performance Metrics: Meet and exceed monthly performance metrics, including call completion rates, average handle time, cases resolved, and maintenance errors.
  • Professional Development: Stay up-to-date with industry trends, regulatory requirements, and product knowledge to provide expert guidance to clients.

Requirements

  • Experience: Minimum 2 years of relevant customer-facing experience in a mid-to-large-sized bank or financial institution.
  • Skills: Excellent communication, problem-solving, and decision-making skills; proficiency in FIS systems and digital banking products; salesforce experience preferred.
  • Education: Bachelor's degree in Business Administration or a related field; equivalent work experience accepted.

What We Offer

  • Competitive Salary: $55,000 - $65,000 per year (estimated salary based on location and experience).
  • Benefits Package: Comprehensive benefits package, including health insurance, retirement plan, paid time off, and more.
  • Career Growth Opportunities: Professional development opportunities, training programs, and career advancement possibilities within the organization.


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