Customer Experience Specialist

SUMMARY OF THE JOB

The Customer Experience Specialist is expected to assist customers over the telephone in a professional and courteous manner, and adhere to the service standards set by the Customer Experience Department. This position is eligible for a hybrid work schedule after completing onsite training for the first 90 days.

• Accurately, efficiently and professionally answer customer inquiries via the telephone.
• Independently provide the highest level of customer service, general account servicing and problem resolution, escalating through the proper channels when necessary.
• Perform account maintenance such as processing check orders, stop payments, disputes, online banking requests, bill pay inquiries, etc.
• Provide banking solutions to enhance and create lasting customer relationships.
• Provide courteous, efficient, personalized service and satisfactory problem resolution to each customer in accordance with customer service standards.
• Handle complex situations and demonstrate de‑escalating skills when dealing with irate or emotional customers.
• Adhere to bank policies and procedures.
• Efficiently utilize computer systems including Outlook, Microsoft, Insight, and internal intranet platform.

• At least two years of tele‑services/customer service experience is preferred.
• Familiarity with bank products, services, and regulations, in particular CRA and other Fair Lending laws normally acquired through one to two years of banking experience and training preferred.

• General office equipment
• Keyboard dexterity
• Lifting/carrying up to 25 lbs.
• Use of general office equipment
• Ability to travel

Acts affirmatively in all activities under his/her control in conformance with the bank’s affirmative action, equal employment opportunity, and fair lending programs to achieve the bank’s goals and objectives. The bank shall provide equal employment opportunity to all qualified persons, and continue to recruit, hire, train and evaluate persons in all jobs without regard to race, color, religion, sex, national origin or veteran status.

Liberty Bank is an Equal Opportunity employer. It is the policy of Liberty Bank to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.