Customer Experience Specialist III

General Position Scope:

The Customer Experience Specialist III is responsible for being on-time, professional, knowledgeable, and courteous. Additionally, the specialist is responsible for providing excellent customer service to internal and external customers on all Bank Plus products and services.

• Protect customer and account information by following privacy policies and bank policies/procedures.
• Provide information and assistance on all Bank Plus products and services, including fee schedule, Call Plus, e-Bank Plus, Check Cards, branch information, i.e. location, hours.
• Sell and cross-sell Bank Plus products and services to new and existing customers.
• Close lost or stolen Check Cards, request PIN mailers and handle telephone transfers, stop payments, check reorders, etc. for customers.
• Provide floor assistance and back up Customer Experience Supervisors.
• Assist with the department training program.
• Correspond with customers via  e-mails, web chats, and myTTY service for hearing impaired customers.
• Responsible for customer call backs and research.
• Provide information on advertised promotions and sponsor ships bank wide.
• Attend and participate in team meetings.
• Handle other projects as scheduled and initial the project log.
• Serve as mentor for new CSC team members.
• Responsible for handling advanced customer inquiry types, which are often associated with a higher financial risk to the bank and require additional call center agent experience and training.
• Perform other duties as assigned.
• Participate in the bank’s High-Performance Rewards Connections Program.
• Make referrals to Mortgage Center and Wealth Management.
• Maintain a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but not limited to:
  Bank Secrecy Act;
  Privacy Act;
  Fair Lending Act;
  Regulation E, etc. Complete required compliance training and adhere to the Bank’s standard of conduct.

• College education preferred.
• 2+ years of banking experience preferred.
• 3+ years of similar or related experience in Customer Service, Public Relations, or Communications.
• Schedule flexibility to cover all shifts.
• General computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook.
• Excellent verbal and written communication skills.
• Extensive reading, comprehension, and problem-solving skills.
• Work outside of regular business hours, as deemed necessary.
• Ability to make difficult decisions and handle multiple tasks with daily deadlines.