Customer Xperience Representative

Prior banking experience is required with attention to detail. CXR's will handle all areas of customer account issues, online banking, mobile banking, loan payments, debit cards, disputes and fraud. Must be able to problem solve quickly while providing a high level of customer service and maintain confidentiality in dealing with customer sensitive information. CXR must understand that calls are recorded for training purposes and recognition.

Must follow all policies and procedures of City Bank and report all personal, customer-related, and technical issues to the manager. Must meet team goals and support upper management goals for the department and bank. CXR must be on time and ready to answer busy incoming calls from customers from all branches. Hours consist of 8-5am or 9-6am, with a rotating Saturday.

Must call the manager if not able to be at work or going to be late.

• Answer incoming calls in queue or from transferred calls from internal bank employees regarding customer problems or inquiries on account issues, including but not limited to: balances, NSF, fees, stop payments, returns, over draft, debit cards, online banking, mobile banking products, loan payments and processes, new and closing of accounts, maintenance of accounts.
• Understand all City Bank systems and programs used on daily basis for CXC.
• Confidential information on customers is kept in secure place or, if ready for discard, then placed in the document bin to be destroyed.
• Take initiative for ongoing training offered by City Bank.
• Take initiative to understand products and make quality C/X referrals.
• Customer service is a priority; use proper phrases, courteous, friendly and pleasing tones.
• Calls are recorded and randomly pulled weekly for quality measure following a score sheet and used for training and for personal reward and recognition.
• Log each call into Synapsys.
• Clearly listen and understand the customer or other CXR's needs, seek help for correct answer through our intranet, manager, upper management or help desk.
• Listen to own calls to increase quality calls.
• Be a team player, lead by example, adapt to change, participate in team meetings, be supportive in upper management suggestions for the betterment of the department.
• May be asked to be cross‑trained for the PBX.
• Escalations to either CXR specialist, CXR team lead or CXR manager.
• CXR's are reviewed after the first 90 days, at one year and any time a problem should arise. Calls may be reviewed daily.

Equal Opportunity Employer/Veterans/Disabled