Customer Experience Specialist

SUMMARY

The Customer Experience Specialist serves as the first point of contact for customers and consumers contacting the bank via phone, email, or secure message. This role is responsible for delivering exceptional customer service by resolving inquiries, providing account information, assisting with digital banking support, and escalating complex issues appropriately. The Customer Experience Specialist ensures a positive customer experience while adhering to all regulatory and security protocols. 

ESSENTIAL DUTIES

• Answer incoming calls in a prompt, courteous, and professional manner.

• Verify customer identity in accordance with bank security procedures before providing account information.

• Assist customers with account inquiries including balances, transactions, statements, deposits, and withdrawals.

• Handle a variety of customer requests such as password resets, debit card activation, stop payments, and address changes.

• Educate customers on bank products, services, and digital banking tools (e.g., online banking, mobile app, bill pay).

• Investigate and resolve routine issues related to account access, unauthorized transactions, and technical errors.

• Escalate complex or unresolved issues to appropriate internal departments (e.g., fraud, IT, operations) following escalation protocols.

• Follow up with customers to ensure satisfaction and resolution when necessary.

• Guide customers through the use of online and mobile banking platforms and functions.

• Adhere to all applicable banking regulations and internal privacy/security standards.

• Report suspicious activity or potential fraud according to established protocols.

• Identify customer needs and make appropriate referrals to sales or product teams for services such as loans, credit cards, or financial planning.

• Promote customer loyalty by providing a positive, empathetic, and knowledgeable experience.

• Accurately document all customer interactions in the CRM or case management system.

• Stay current on product updates, policy changes, and procedural enhancements.

• Participate in team meetings, training sessions, and performance coaching.

SECONDARY DUTIES

The Customer Experience Specialist performs duties specific to the position and other functions as assigned.

RESPONSIBILITIES

• Ensure compliance with all bank policies and procedures, as well as all applicable state and federal banking regulations.

• Treat people with respect, keep commitments, inspire the trust of others, work ethically and with integrity, uphold the bank's values, and accept responsibility for one's own actions.

• Demonstrate knowledge of and adherence to EEO policy, show respect and sensitivity for cultural differences, educate others on the value of diversity, promote a working environment free of harassment of any type, and value a diverse workforce.

• Follow policies and procedures, complete tasks accurately and on time, support the bank's goals and values, and benefit the bank through outside activities.

• Perform the position safely, without endangering the health or safety of yourself or others, and report potentially unsafe conditions to management. Comply with occupational safety and health standards and all rules, regulations, and orders issued pursuant to the OSHA Act of 1970 that are applicable to one's position at the bank.

• Possess and maintain a current driver's license and a vehicle with appropriate insurance coverage. Both are required to drive while performing assigned duties and responsibilities. 

• Possess and maintain adequate skills in computer operation, including email, word processing, spreadsheet, and specialty software programs.

• Possess and maintain adequate typing skills to meet the needs of the position.

• Possess and maintain adequate math skills to meet the needs of the position. This may include the ability to count currency and coin, calculate interest, balance accounts, add, subtract, multiply, and locate routine mathematical errors.

• Practice effective and efficient organizational and time management skills.

• Be able to work with general supervision while performing duties.

• Use effective oral, written, and interpersonal communication skills. This includes the ability to apply common sense when carrying out instructions, interpreting documents, understanding procedures, writing reports and correspondence, and speaking clearly to customers and employees.

• Be able to deal with routine problems involving multiple facets and variables in standardized situations.

SUPERVISOR RESPONSIBILITY

The Customer Experience Specialist is not responsible for the supervision of any employee(s).

ENVIRONMENT, PHYSICAL & MENTAL DEMANDS

The environment for this position is primarily a non-confined office-type setting in which employees are free to move about at will. This environment may include some minor annoyances, such as noise, odors, drafts, temperatures, etc.

Physical demands include writing, typing, speaking, listening, lifting (up to 25 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting, walking, standing, squatting, kneeling, and reaching.  

Mental demands include analytical reasoning, reading and understanding documents or instruments, performing detailed work, following directions, problem solving, providing effective customer or employee communication, performing accurate math calculations, understanding language, engaging in effective verbal and written communication, enduring stress, conducting multiple concurrent tasks, and withstanding constant interruptions.

Physical and mental demands also include correct usage of the following equipment: telephones, cellular phones, copy and fax machines, adding machines or calculators, encoders, money counters, credit card terminals, postage machines, cash recyclers, vaults, computers, and related printers.  

Work environment characteristics, physical demands, and mental demands are representative of those an employee encounters while performing the essential functions of this job and represent the knowledge, skill, and/or ability required to perform the job in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

These qualifications are general guidelines normally considered essential to the satisfactory performance of this position. The specifications listed below are representative of the knowledge, skill, and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviations from these qualifications.

• Associate's degree or Bachelor's degree preferred.

• 1–3 years of experience in a customer service or call center environment, preferably in banking or financial services.

• Bilingual (English/Spanish or other languages) is a plus.

• Excellent communication and interpersonal skills.

• Strong problem-solving ability with keen attention to detail.

• Strong knowledge of banking terminology, products, services, and regulatory requirements.

• Patience and professionalism when working with upset or confused customers.

• Ability to learn and use multiple systems simultaneously.

• Ability to handle sensitive customer information with discretion and confidentiality.

• Dependable, punctual, and able to work a flexible schedule if needed.

• Proficient computer skills, including proficiency in the Microsoft Office Suite and banking software.

• Experience with call center software, CRM systems, and banking platforms preferred.

• Ability to work a full-time schedule with rotating shifts, including some evenings and Saturdays.

• Ability to work overtime during peak periods or to meet deadlines.

Management reserves the right to change this position description at any time according to business needs.