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Customer Experience Specialist- Fulfillment

2 weeks ago

Spring Hills, Texas, United States Woodforest National Bank Full time

Customer Experience Specialist- Fulfillment-070729

Description

Take the next step toward your new career today

Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country

The Customer Experience Specialist - Fulfillment is responsible for supporting the Customer Experience Team with account service requests, supporting the online account opening function as well as researching complex customer issues and providing resolutions to customers.

Key Responsibilities:

  • Processing customer and account service requests and reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution.
  • Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from multiple systems when account information is incomplete; purging files to eliminate duplication of data.

Supports the Customer Experience Team with inbound/outbound calls during extreme high-volume situations.

Maintains current working knowledge of the Bank's policies, procedures, products and services; complies with banking and privacy laws and regulations.

Performs other job-related duties or special projects as assigned.

Competencies Required:

  • Strong attention to detail and high concern for data accuracy.
  • Typing speed and accuracy.
  • Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
  • Ability to learn multiple banking systems, including Microsoft Word and Outlook.
  • Knowledge of/or ability to quickly learn banking and lending products, services, policies, procedures, regulatory guidelines, as well as engaging in a sales and service process.
  • Demonstrate ability to maintain composure and convey a positive and professional attitude while interacting with customers and internal team members.
  • Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.
  • Outstanding communications skills, both written and verbal.
  • Customer service orientation with effective problem-solving abilities and sound decision-making skills.
  • Excellent organizational skills with the ability to prioritize workload and multi-task in a fast pace environment while maintaining accuracy and attention to detail.
  • Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.
  • Self-starter possessing the ability to work independently while supporting a team environment.
  • Comfortable receiving ongoing performance feedback and coaching.

QualificationsMinimum Qualifications/Experience:

  • 1 year of data entry, online support, or call center experience (banking preferred) or Woodforest experience required.

Formal Education & Certification:

  • High School Diploma or Equivalent required.
  • College degree preferred.

Work Status:

  • Full-Time.

Supervisory Responsibility:

  • None.

Travel:

  • 0% - Negligible amount of travel expected.

Working Conditions:

  • Professional call center environment with extensive use of telephone and personal computer. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.

Disclaimer:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Woodforest is an Equal Opportunity Employer, including Disability and Veterans.

Job: Operations

Primary Location: Texas-The Woodlands

Schedule: Full-time

Work Locations: TX - Operations Center Grogans Mill Rd The Woodlands 77380

Unposting Date: Ongoing

Organization: Texas - Houston