Share Email Opening
Title

Customer Experience Specialist I 

Category Customer Support Center  
Description

Summary: Individuals in the Customer Experience Specialist I position will act as the first point of a contact that a customer has with the bank. The overall focus will be to provide customers with a high quality customer experience. You will educate customers about River Valley's sales and service delivery options and assist with their requests about products and services that match their needs. You will also be responsible for conducting interactions in an efficient, friendly, and accurate manner.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Essential duties and responsibilities include the following:

Customer Service: Engaging customers by keeping their best interest in mind and exceeding their expectations.

  • Express care for customers with a goal of growing the customer's entire relationship with River Valley.

  • Meet department service standards to warmly and professionally greet customers, establishing a foundation for a positive interaction.

  • Deliver service directly to customers through digital (non-face-to-face) channels such as chat, phone and email.

  • Ask open ended questions, listen sincerely, and make sure the customer is satisfied at the conclusion of their interaction.

  • Identify and develop a customer's needs by probing and asking questions about products and services that the customer may value in obtaining with River Valley.

  • Provide support to customers who are using River Valley digital channels, such as websites or apps.

  • Greet and authentic customers at the beginning of an interaction, assist with general account questions and, when necessary, provide a warm hand-off to other bank employees.

  • Must be able to communicate effectively with different ethnic backgrounds from various countries.

    Customer Satisfaction:

  • With a good understanding of bank products/services and the customer's current relationship, offer information on bank products and services that can benefit the customer and enhance their banking relationship. (Listens to the customer's needs and matches those needs to the bank's products and services resulting in high customer satisfaction while continuing to grow their full financial relationship with us.)

  • Possess a customer satisfaction mentality, understanding the need to hold oneself personally accountable to following customer-centric behaviors and attitudes in an environment committed to building relationships.

    Customer Transactions:

  • Demonstrate a thorough knowledge of River Valley products, services, and channels. This can include IncredibleBank, NetTeller, Bill Pay, credit cards, check cards, e-statements, electronic banking, websites and apps.

  • Complete account research per customer's request.

  • Responsible for setting up and resetting account credentials, working with and solving check card issues and processing credit card payments. Retrieves messages from Customer Ambassador Center voice mail and forwards to appropriate personnel; transfers calls to voice mail when appropriate personnel are unavailable.

  • Is responsible for processing transactions utilizing bank wide systems.

  • Follows, acknowledges and adheres to all applicable policies, procedures, rules, and regulations.

    Other Responsibilities:

    Perform other related duties as required or assigned that are in the spirit of this job description and position as necessary for the Bank and the Department to function effectively.

    Supervisory Responsibilities:

    This job has no supervisory responsibilities.

 
Location Wausau, WI  
About the Organization At IncredibleBank, we believe in our employees, our customers, and the impact we make in our communities. When your name is Incredible, it's a lot to live up to! And we feel it.

Because of that, we continually look to raise the bar, expect more out of ourselves and each other, break out of "traditional banking," and make our mark in an industry that needs a good shake-up! It's #HowWeIncredible  
EOE Statement IncredibleBank is an Equal Opportunity Employer. We will consider applicants for our positions without regard to any category protected by applicable federal, state, or local law, including but not limited to: race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification.  

This position is currently not accepting applications.

To search for an open position, please go to http://IncredibleBank.appone.com



WE ALSO RECOMMEND

Other Jobs Within Same Category
-- None found --



Other Jobs Within 60 Miles
IT Help Desk Technician in Wausau, WI
Posted on: 3/5/2024
[Apply Now]

Loan Servicing Specialist in Wausau, WI
Posted on: 3/8/2024
[Apply Now]

Customer Experience Specialist in Merrill, WI
Posted on: 3/26/2024
[Apply Now]

Customer Experience Specialist in Wausau, WI
Posted on: 3/20/2024
[Apply Now]

Customer Experience Specialist in Weston, WI
Posted on: 3/25/2024
[Apply Now]



 


AppOne.comTM   copyright©1999-2017 HR Services, Inc.
Click here for technical assistance.