Customer Experience Representative

Join TRUSTBANK as a Customer Experience Representative supporting our community-focused financial services. You'll be the primary point of contact for personal and business banking customers, handling inquiries, transactions, and digital banking support in person and by phone. Build lasting relationships by understanding customer needs, recommending appropriate banking or lending solutions, and resolving issues with care and accuracy. You'll use bank systems, follow security and compliance procedures, and collaborate with teammates to deliver dependable, personalized service that supports local customers and communities.

Responsibilities

• Serve as first point of contact for personal and business banking customers
• Process deposits, withdrawals, payments, and account maintenance accurately
• Support online and mobile banking enrollment, access, and troubleshooting
• Identify customer needs and recommend appropriate banking or lending products
• Resolve customer issues and escalate complex matters when needed
• Adhere to bank policies, security standards, and regulatory requirements
• Use CRM and core banking systems to document interactions and follow-ups
• Collaborate with team members to meet service and quality goals
• Educate customers on bank services, fraud prevention, and account features
• Contribute to a positive, relationship-driven branch environment

Required Skills

• Customer service
• Banking operations
• Cash handling
• CRM software
• Data entry
• Account management
• Complaint resolution
• Phone etiquette
• Email communication
• KYC and basic compliance