Customer Experience Representative

2 days ago

Tupelo, Mississippi, United States Renasant Full time
Customer Experience Specialist

The Customer Experience Specialist will play a critical role in delivering exceptional service to our customers by providing timely and accurate solutions to their inquiries and concerns. This individual will work closely with other team members to create a positive experience for each customer, handling a high volume of inbound or outbound calls and promoting bank products and services through the discovery process.

Key Responsibilities
  • Meet or exceed established standards of performance for service and sales while providing an exceptional customer experience
  • Maintain confidentiality and security of customer information according to regulatory and company guidelines and policies
  • Provide customers with answers to inquiries regarding a broad range of financial services in an efficient and timely fashion
  • Process customer transactions accurately, including transfers, stop payments, loan payments, and loan payoffs
  • Uncover banking needs through the discovery process by initiating conversations with customers and promoting and cross-selling bank products and services in a professional manner
  • Investigate, track, and resolve customer problems and inquiries in a timely manner
  • Maintain knowledge of Customer Experience Center policies and procedures, bank products and services, general operating procedures, and regulations to protect the bank from unnecessary risk
  • Participate in training and other learning opportunities to expand knowledge of the company and position
  • Exhibit positive team spirit and willingness to help customers, both internal and external
Requirements
  • High school diploma or equivalent required, college education preferred
  • Minimum of 1 year of experience in customer service and/or sales required
  • Detail-oriented and good organizational skills
  • Ability to produce individual and team sales and customer experience results
  • Effective written and verbal communication skills, including a pleasant tone and exceptional telephone manners
  • Proven ability to work closely with others in a willing and professional manner to resolve problems and address needs
  • Strong sales and marketing skills with proven ability to sell bank products and services preferred
  • Strong sense of teamwork, ability to work cooperatively in a team environment
  • Knowledge of bank policies and procedures, regulations, control systems, operational issues related to banking and retail deposit/loan products and services preferred
  • Ability to work and adhere to flexible schedule in a demanding and fast-paced environment
Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools, or controls; reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to focus.

Work Environment

The Bank's professional working environment requires employees to communicate effectively, both verbally and in writing. Employees must demonstrate strong interpersonal skills when working closely with internal business partners and external clients. Employees may be exposed to confidential and proprietary information within the working environment, therefore, must uphold confidentiality at all times. Due to the possibility of being exposed to high-risk situations (i.e., robbery), detailed instructions and procedures are required to be followed at all times to safeguard the Bank's employees, customers, and assets.

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