Customer Experience Specialist

Job Details

Job Location:

Nixa - Nixa, MO 65714

Position Type:
Full Time

Job Category:
Customer Service

At Oak Star, strong relationships are at the heart of everything we do—including how we work together. Since 2005, we’ve grown from a single location in Springfield, Missouri, into a trusted, multi-state financial institution serving communities across Missouri, Kansas, and Colorado. As an SBA Preferred Lender and a recognized leader in small business banking, our work supports local economies and meaningful growth—giving our team members the opportunity to make real, visible impact through their roles.

Working at Oak Star means joining a fast-paced, collaborative, and supportive team guided by our SERVE values—stewardship, empathy, responsiveness, vision, and empowerment. We’re committed to service excellence, giving back to our communities, and fostering a workplace where team members are supported. Comprehensive benefits include health, dental, vision, life, and disability insurances, as well as 401(k), 401(k) match, paid time off, and paid holidays.

The Customer Experience Specialist serves as the first point of contact for customers and consumers contacting the bank via phone, email, or secure message. This role is responsible for delivering exceptional customer service by resolving inquiries, providing account information, assisting with digital banking support, and escalating complex issues appropriately. The Customer Experience Specialist ensures a positive customer experience while adhering to all regulatory and security protocols.

• Answer incoming calls in a prompt, courteous, and professional manner.
• Verify customer identity in accordance with bank security procedures before providing account information.
• Assist customers with account inquiries including balances, transactions, statements, deposits, and withdrawals.
• Handle a variety of customer requests such as password resets, debit card activation, stop payments, and address changes.
• Educate customers on bank products, services, and digital banking tools (e.g., online banking, mobile app, bill pay).
• Investigate and resolve routine issues related to account access, unauthorized transactions, and technical errors.
• Escalate complex or unresolved issues to appropriate internal departments (e.g., fraud, IT, operations) following escalation protocols.
• Follow up with customers to ensure satisfaction and resolution when necessary.
• Guide customers through the use of online and mobile banking platforms and functions.
• Adhere to all applicable banking regulations and internal privacy/security standards.
• Report suspicious activity or potential fraud according to established protocols.
• Identify customer needs and make appropriate referrals to sales or product teams for services such as loans, credit cards, or financial planning.
• Promote customer loyalty by providing a positive, empathetic, and knowledgeable experience.
• Accurately document all customer interactions in the CRM or case management system.
• Stay current on product updates, policy changes, and procedural enhancements.
• Participate in team meetings, training sessions, and performance coaching.

The Customer Experience Specialist performs duties specific to the position and other functions as assigned.

• Ensure compliance with all bank policies and procedures, as well as all applicable state and federal banking regulations.
• Treat people with respect, keep commitments, inspire the trust of others, work ethically and with integrity, uphold the bank’s values, and accept responsibility for one’s own actions.
• Demonstrate knowledge of and adherence to EEO policy, show respect and sensitivity for cultural differences, educate others on the value of…