The Customer Experience Specialist will serve as the primary point of contact for Bank customers choosing to reach us through telephone, online chat and email delivery channels. You will provide customers with a high-level, quality customer experience while responding to their inquiries and solving any issues efficiently within the customer’s timeline. This role requires an individual who has a growth mind set for sales and is tech savvy. You will educate customers about IncredibleBank’s products and services in order to sell and refer appropriately to match customer needs. You will be proficient in the use of the Bank’s online and mobile technology and able to share this knowledge with customers. This position will also be responsible for processing account maintenance tasks in an efficient, friendly and accurate manner while utilizing bank systems and technology.
This position is full-time, 40 hours per week, and is eligible for benefits & PTO.
The schedule varies: Monday-Friday 7:30AM-5:00PM
Duties and Responsibilities
•Proactively greet customers, establishing a foundation for a positive interaction.
•Engage customers by keeping their best interest in mind and exceeding their expectations. Focus on providing the Incredible Customer Experience (ICE) with every interaction.
•Express care for customers in order to grow and retain the relationship.
•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; ensure the customer is satisfied at the conclusion of their interaction.
•Customer Relationship Sales:
•Demonstrate a thorough knowledge of IncredibleBank products and services including both consumer and business online banking, the IncredibleBank mobile app, mobile deposit, consumer bill pay, debit and credit cards, and eStatements.
•Ask open ended questions, listen sincerely and match customer needs to the Bank’s products and services resulting in credit card sales and quality referrals to business partners necessary to obtain the goals outlined within the position.
•Interactively assist the customer with utilization of online banking and the IncredibleBank app. Be knowledgeable in the use of iPhone, Android and Tablet devices.
•Accurately perform timely follow through on the customer’s request by preparing and submitting maintenance with proper documentation when necessary.
•Follow, acknowledge and adhere to all applicable policies, procedures, rules and regulations.
•Actively participate in the implementation of departmental and bank-wide strategic initiative projects to enhance the customer experience.
•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.
•Two to five years’ experience in a call center setting and/or customer service role; or equivalent combination of education and experience is preferred.
•Experience in use of electronic and mobile devices (computer, smart phone, iPad, tablet, etc.)
•Proficient knowledge of Windows and Microsoft Office software, keyboarding and ten-key skills. A high degree of computer system competency.