Customer Experience Representative II

Customer Experience Representative II

JOB SUMMARY:  
Deliver personalized service for account transactions in a professional and welcoming manner and assist customers in navigating their financial journey with confidence.   Maintain proficiency with money handling functions to serve as a one-stop resource for customers or for branch coverage. Individually contribute a sharp presentation and exceptional experience to each and every customer.

RESPONSIBILITIES: 
ESSENTIAL FUNCTIONS:
a.    Responsible for performing daily personal and business account services (checking, savings, CDs, IRAs, HSAs) that include opening, servicing, transaction processing and account maintenance in a timely, accurate and efficient manner per banking policy and procedures.
b.    Provide quality customer service to all customers and prospective customers. Greet clients and prospective clients extending courtesy, kindness, and genuine interest.
c.    Maintain knowledge of company products, services and promotions in order to respond to customer inquiries and complete needs assessments to refer appropriate banking products and services.
d.    Provide full-service banking to customers; educate on self-service, research and resolve problems and respond to customer inquiries on account status.
e.    Maintain knowledge of company policies, practices and procedures and regulatory requirements. 
f.    Attend all scheduled meetings, training and activities related to money handling transactions, account management and other company initiatives.
g.    Maintain proficiency of processing daily money handling transactions to respond to customer inquiries and balancing cash drawer to maintain branch coverage as needed.
h.    Proficient in all customer banking tools to educate and troubleshoot digital, mobile banking, and bank card issues and inquiries. 
i.    Perform account research and resolve discrepancies.
j.    Relay customer comments, concerns, or suggestions — as well as your own insights — to your supervisor in a timely manner 
k.    Maintain minimum performance standards for internal controls and risk management protocols for fraud detection and prevention.
l.    Other duties as assigned. 

REQUIREMENTS:
Minimum Qualifications:
1.     High School Diploma or equivalent.
2.     1-2 years of banking experience preferred. 
3.     General areas of competency: decision making, dependability, development, environmental safety, evaluation skills, interpersonal skills, prioritizing, problem solving, selling skills, team skills and time management.
4.     Customer contact in a sales environment is preferred.
5.     Effective oral and written communication skills (including telephone).
6.     Ability to operate a computer and software skills required; adding machine preferred. 
7.     Fundamental mathematical ability.
8.     Must be capable of working with and maintaining the confidentiality of sensitive information.
9.     Ability to learn and adapt in a cross-functional environment.

Physical Requirements:
Light Work - exerting up to 20 pounds of force occasionally, and/up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Reaching, fingering, grasping, repetitive motions, stooping, crouching, standing, walking, lifting, climbing, kneeling, talking, hearing, pulling, pushing, thinking, concentrating and interacting with others.
You should be capable of performing in a reasonable manner, with or without reasonable accommodation, the activities involved in this job. A description of the activities involved in this job is listed above.

Machines Used:
Computer, scanner, debit card encoder, debit card printer, teller machine, 10-key adding machine, check encoder, fax machine, copy machine, telephone.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.