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Title

Customer Experience Specialist 

Category Customer Experience Center  
Description

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

Customer Service:
•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.


Other Responsibilities:
•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.

Education/Experience

•Two to five years’ experience in a call center setting and/or customer service role; or equivalent combination of education and experience is preferred.

Software Skills

•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.

 
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



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