Customer Experience Specialist

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Full Time Clerical Hillsboro, OH, US

9 days ago Requisition

The Customer Experience Specialist is a customer-focused position responsible for answering incoming telephone calls, responding to online inquiries, and assisting internal staff members with questions concerning deposit accounts, electronic banking services, transactions, account documentation, and Bank products and procedures. The position researches and resolves inquiries accurately and professionally, coordinates support across departments and provides clear guidance to customers and employees. Through continued development of banking knowledge, operational skills, and experience, the Customer Experience Specialist is expected to become a trusted subject matter expert and resource within assigned areas.

The role is structured at two levels based on knowledge, skills, demonstrated proficiency, scope of responsibility, and relevant tenure or experience.

• Serve as a primary point of contact through phone, email, online, and internal support channels, using a professional and courteous approach.
• Assist with questions related to deposit accounts, account maintenance, electronic banking, debit cards, payments, transfers, and other Bank products and services.
• Research issues, communicate status and resolution clearly, and coordinate with branches, departments, vendors, and other support resources when needed.
• Provide guidance to branch and Bank employees regarding account procedures, documentation, maintenance, and electronic banking services.

• Support consumer and business online and mobile banking, e-Statements, alerts, transfers, bill pay, real-time payment processing, remote deposit capture, ACH origination, positive pay, and related services.
• Process assigned domestic and foreign wire transfer activities, including required verification, dual-control, recordkeeping, and balancing functions.
• Support consumer and business debit card activities, including card maintenance, adjustments, disputes, chargebacks, fraud research, alerts, and Regulation E-related processing.
• Complete assigned bookkeeping and operational activities, including mobile deposit review, payment processing, encoding corrections, account verification, general ledger entries, reconcilements, and report monitoring.

• Review new and existing account documentation and maintenance submissions for accuracy, completeness, consistency, and adherence to established procedures and compliance requirements.
• Compare Bank-generated documents, customer supporting documentation, and core system information; document exceptions and clearly communicate required corrections.
• Maintain tracking records for submissions, pending corrections, deadlines, and completed reviews; retain documentation according to procedure.
• Identify recurring errors or trends and communicate observations to management to support consistent practices and process improvements.

• Follow Bank policies, procedures, security practices, privacy requirements, BSA/CIP standards, Regulation E, internal controls, and applicable regulatory guidance.
• Complete assigned exception monitoring, maintenance reviews, operational reports, balancing, quality-control checklists, and audit or risk-assessment support.
• Maintain organized and accurate records and protect confidential customer and Bank information.
• Keep current on procedures, products, systems, and regulatory requirements…