Customer Experience Specialist - Part Time

Customer Experience Specialist - Part Time (20-25 Hrs/Wk)

Location: 19795 West Sharon Ave, Houghton, MI, 49931, United States

Employee Type: PT Regular Non-Exempt

Name: brittney bierman

Email:

We know what you're thinking. "What kind of name is Incredible Bank?"

Well, we're glad you asked.

With a name like Incredible Bank, we have a lot to live up to. Our name is a promise we make everyday to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.

At Incredible Bank, we're all about ICE. What's ICE? ICE stands for Incredible Customer Experience

TM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking. Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.

So - how can you help us live up to our name?

This role performs a range of technical and service-oriented functions, including processing customer transactions, opening new consumer accounts, identifying and reporting potential fraud, and ensuring compliance with regulatory requirements. Duties and responsibilities may include:

• Provide friendly, accurate service for everyday banking transactions and moderately complex requests such as foreign currency exchanges, wire transfers, and dispute resolution ensuring each customer feels valued and supported.
• Process deposits, withdrawals, loan payments, wires, and foreign currency transactions with precision to maintain trust and financial accuracy.
• Maintain and balance the cash drawer and manage branch cash ordering to support smooth daily operations and ensure cash availability.
• Support internal and external audits by adhering to regulatory standards including CIP, FinCEN, and the Bank Secrecy Act helping safeguard the bank and its customer from financial crime and risk.
• Issue debit cards and educate customers on mobile wallet, travel notices, and ATM locator tools to enhance convenience.
• Proactively onboard, educate, and follow up with customers to build lasting relationships, foster loyalty, and ensure satisfaction throughout their banking journey.
• Engage in consultative conversations to identify financial needs and refer customers to Relationship Bankers for tailored solutions helping customers achieve their financial goals.
• Open and close various types of consumer accounts, including ownership and beneficiary updates to ensure accurate records and support customers through life changes.
• Educate customers on digital banking tools such as mobile deposits, account alerts, and e-statements to promote self-service, convenience, and secure account management.
• Drive growth through referrals and cross-selling, actively supporting branch sales initiatives and helping customers discover products and services that meet their financial needs.
• Monitor for suspicious activity and apply compliance procedures, escalating complex issues when necessary to protect customers and uphold regulatory standards.
• Stay informed on emerging fraud trends and apply best practices in transaction monitoring to proactively safeguard the bank and its customers.
• Collaborate with internal teams to deliver holistic solutions and support branch initiatives, ensuring a seamless and unified customer experience.
• Participate in branch projects and community events, representing Incredible Bank with professionalism and strengthening local relationships.
• Maintain a high level of professionalism, ensuring every customer feels valued, respected, and confident in their banking experience.
• Resolve customer complaints and service issues by working collaboratively with branch staff and other departments demonstrating accountability and commitment to customer satisfaction.

This is a regular part-time, hourly non-exempt position, averaging approximately 20-25 hours/week. Schedule may vary between the hours of 8:00 am to 5:30 pm EST Monday through Friday and 9 am to 12 pm EST on Saturdays.

This position will work on-site at our Incredible Bank branch location in Houghton, MI. Intermittent travel may be required to support other bank locations.

You do what is right over what is easy. You don't settle for good enough. You're driven to learn and grow. You recognize your impact on the customer experience, regardless of your role.

Those attributes are just a few things our incredible employees have in common.

And, we'd be so excited to learn a little more about you and discuss your interest in joining our team! Our recommended and preferred qualifications are:

• Associate's degree in Finance, Accounting, Business Management, or a related field preferred, providing a strong foundation in financial…