Customer Experience Specialist-2024-11268

About the position

The Customer Experience Specialist will work closely with other team members in a professional call center environment to provide exceptional service to our customers. This role involves answering questions, handling complaints, and troubleshooting customer issues. The Customer Experience Specialist will manage a high volume of inbound or outbound calls, striving to create a positive experience for each caller. This includes listening to customers to understand the reason for their call, providing information, explaining products to potential and existing customers, and promoting and selling bank products and services through a discovery process, accurately and efficiently. A broad knowledge of the financial industry and the organization, including its policies, procedures, products, and related services, is essential for success in this role. Senior Specialists will often serve as the critical back-up to the Customer Experience Supervisor. They lead by example and serve as role models for the Customer Experience Specialists in all facets of the Specialist role. Senior Specialists may also be responsible for customer dispute resolution, which includes all electronic transactions that meet Reg E and NACHA criteria. This position requires a commitment to maintaining confidentiality and security of customer information according to regulatory and company guidelines and policies, while also meeting or exceeding established standards of performance for service and sales. The Customer Experience Specialist will be expected to 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. Participation in training and other learning opportunities to expand knowledge of the company and position is also required. A positive team spirit and willingness to help customers, both internal and external, is essential, along with the ability to perform other related duties as assigned.

Responsibilities
? Meet or exceed established standards of performance for service and sales while providing an exceptional customer experience.
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? Maintain confidentiality and security of customer information according to regulatory and company guidelines and policies.
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? Provide customers with answers to inquiries regarding a very broad and challenging range of financial services in an efficient and timely fashion.
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? Process customer transactions accurately including; transfer, stop payments, loan payments, loan payoffs, etc.
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? Uncover banking needs through the discovery process by initiating conversations with all customers and responding efficiently and accurately as well as promote and cross-sell bank products and services in a professional manner.
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? Investigate, track and resolve customer problems and inquiries in a timely manner.
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? 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.
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? Participate in training and other learning opportunities to expand knowledge of company and position.
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? Exhibit positive team spirit and willingness to help customers, both internal and external.
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? Perform other related duties as assigned.
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? Educate customers on complex products, services and disputes.
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? Identify and solve customer disputes by processing claims, monitoring and tracking cases, reporting losses to leadership and identifying fraud trends with a sense of urgency and in compliance with Reg E & NACHA timelines.
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? Provide guidance, mentoring and training to other specialists as needed.

Requirements
? High school diploma or equivalent required, college education preferred.
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? Minimum of 1 year of experience in customer service and/or sales required.
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? Detail-oriented and good organizational skills.
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? Ability to produce individual and team sales and customer experience results.
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? Effective written and verbal communication skills, including a pleasant tone and exceptional telephone manners.
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? Proven ability to work closely with others in a willing and professional manner to resolve problems and address needs.
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? Strong sales and marketing skills with proven ability to sell bank products and services preferred.
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? Strong sense of teamwork, ability to work cooperatively in a team environment.
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? Knowledge of bank policies and procedures, regulations, control systems, operational issues related to banking and retail deposit/loan products and services preferred.
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? 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).
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? For all Senior Specialists: Minimum of 2 years Customer Experience Specialist experience required.
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? Ability to handle and resolve the complex matters and handle difficult customer situations with little to no supervision.
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? Strong attention to detail and ability to make informed decisions.
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? Ability to quickly and effectively identify needs while problem solving and exercising good judgement.

Nice-to-haves
? Strong sales and marketing skills with proven ability to sell bank products and services preferred.
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? Knowledge of bank policies and procedures, regulations, control systems, operational issues related to banking and retail deposit/loan products and services preferred.

Benefits

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