Customer Experience Specialist

Customer Experience Specialist I

Woodforest National Bank is a nationally recognized award‑winning bank, privately owned with the largest employee‑stock ownership plan. We focus on building relationships, serving communities, and volunteering. By joining Woodforest you become part of the largest employee‑owned bank in the country.

This position delivers our vision and builds relationships with customers in a call center environment. It requires leadership skills, genuine interest in contributing to the Woodforest culture, and support for customers to achieve their financial goals while maintaining trust.

• Manage customer relationships in inbound/outbound call center, operating in a fast‑paced environment that requires accuracy, critical thinking, multitasking, toggling between multiple systems, and efficient resolution.
• Meet or exceed minimum performance standards, measured with incentive opportunities across multiple operational thresholds.
• Provide timely and accurate customer service support: processing service requests and account updates, resolving issues, and providing information about banking products, policies, online services, and customer accounts.
• Identify appropriate opportunities to market additional bank products and cross‑sell products to meet customer needs.
• Read frequent updates and learning material; implement immediately into calls with accuracy.
• Demonstrate flexibility to perform every other duty as assigned.

• Ability to work within the operating hours and days, demonstrating good attendance and punctuality.
• Ability to learn multiple banking systems, including Microsoft Word and Outlook.
• Knowledge of or ability to quickly learn banking and lending products, services, policies, procedures, regulatory guidelines, and participate in a sales and service process.
• Maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures, and guidelines.
• Excellent organizational skills with the ability to prioritize workload and multitask in a fast‑paced environment while maintaining accuracy and attention to detail.
• Maintain composure and convey a positive attitude while interacting with customers and internal team members.
• Outstanding listening and communication skills, both written and verbal.
• Customer service orientation with effective problem‑solving abilities.
• Meet or exceed business goals and objectives, fostering a team atmosphere.
• Comfortable receiving ongoing performance feedback and coaching.

• Primary
  
  Location:
  
  Texas – The Woodlands
• Schedule:
  
  Full‑time
• Work Locations: TX – Operations Center‑0100
• Organization:
  Texas – Houston
• Minimum Qualifications/
  
  Experience:
  
  1+ years’ customer service experience (required); 1+ years’ experience in a professional call center environment (preferred); 1+ years’ experience in a financial services environment (preferred).
• Formal Education & Certification:
  High school diploma or equivalent.
• Work Status:
  Full‑time.
• Supervisory Responsibility:
  None.
• Travel: 5–10% – negligible amount of travel expected.
• Working Conditions:
  
  Professional call center environment with extensive use of telephone and personal computer. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying items such as files, ledgers, folders.
• Disclaimer:
  This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Woodforest is an Equal Opportunity Employer, including Disability and Veterans.