Customer eXperience Center Representative​/Specialist

Job Title

We offer flexible scheduling to support work-life balance, including the option of working four 10-hour days or five 8-hour days and one work from home day a week. Occasional Saturdays are required, and if you'd like to work every Saturday, that's great too!

Supervised by:
Customer eXperience Center Supervisor

Salary Range - NE03

Education/Training: A high school diploma or equivalent is required; specialized training in banking, customer service or a call center is preferred.

Skill(s):
Clearly communicates in English; moderate reading, writing, grammar, and mathematics skills; moderate interpersonal relations and communicative skills; moderate problem-solving and organizational skills; moderate computer skills; ability to multi-task and work in a fast-paced environment; working knowledge of the features and benefits of the Bank's products and services; visual and auditory skills.

Experience:

No prior experience is required.

Salary Level - NE04

Education/Training: A high school diploma or equivalent is required;
Associate degree in related field preferred; specialized training in banking, customer service or a call center is also preferred.

Skill(s):
Clearly communicates in English; moderate reading, writing, grammar, and mathematics skills; proficient interpersonal relations and communicative skills; strong problem-solving and organizational skills; proficient computer skills with knowledge of Microsoft Word and Excel; ability to multi-task and work in a fast-paced environment; visual and auditory skills; thorough knowledge of the features and benefits of the Bank's products and services.

Experience:

A minimum of two (2) years related experience normally required.

Responsible for providing the ultimate customer experience via telephone and electronic channels to internal and external customers of the Bank; coordinating work within the department as well as with other departments; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information.

a. Answer incoming calls within 30 seconds in a friendly, courteous manner.

b. Authenticate customer identity in accordance with the Caller Verification Standard Operating Procedure.

c. Conduct a needs assessment; focus on what we can do for the customer, rather than what we can't do.

d. Provide service to the customer as appropriate, utilizing all current bank systems.

e. Utilize the range of Bank products and services to maximize the customer relationship, including information about all applicable features and benefits.

f. Escalate complex customer issues to appropriate supervisor or department.

2. Greet customers and visitors in a pleasant and courteous manner; direct them to the proper personnel or department; interact with outside vendors and technicians. Maintain visitor log.

3. Support the Bank's digital delivery product line including online & mobile banking, cash management, bill pay, transfers, debit cards, telephone banking, ACH processing, e-statements, and remote merchant and consumer deposit.

4. Abide by the laws and policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior. Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements.

5. Report pertinent…