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Customer Experience Specialist

2 months ago

Tupelo, Mississippi, United States Renasant Full time
Job Title: Customer Experience Specialist

This is a job for a Customer Experience Specialist position with a company located in the Tupelo, MS area.

Job Summary:

The Customer Experience Specialist will work closely with other team members, in a professional call center environment, to provide exceptional service to our customers by answering questions, handling complaints and troubleshooting customer issues.

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 very broad and challenging range of financial services in an efficient and timely fashion.
  • Process customer transactions accurately including; transfer, stop payments, loan payments, loan payoffs, etc.
  • Uncover banking needs through the discovery process by initiating conversations with all customers and responding efficiently and accurately as well as promote and crosssell 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 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 (Hours may exceed 40 hours per week, including Saturday rotations).
Preferred Qualifications:
  • Minimum of 2 years Customer Experience Specialist experience required.
  • Ability to handle and resolve complex matters and handle difficult customer situations with little to no supervision.
  • Strong attention to detail and ability to make informed decisions.
  • Ability to quickly and effectively identify needs while problem solving and exercising good judgement.
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.

This job description is intended to describe the normal level of work required by the person performing the work. The principal duties outlined are the essential responsibilities and duties. Other duties may be assigned as needs arise. Job requirements and/or processes may be modified to reasonably accommodate persons with a disability as required by law. This description is not intended as a contract and is subject to change. Any written contractual agreements supersede this job description.

Renasant Bank is an equal opportunity employer.