Customer Experience Specialist

Description

Hours: 8:00am – 6:00pm Monday-Friday, 9:00am – 12:00pm Saturday, and other hours as needed including some evenings and weekends

Role:

A Customer Experience Specialist serves as the point of contact for internal customers, external customers, and non-customers who contact CoreFirst via phone, website chat, website contact submission, and electronic banking messaging. Customer Experience Specialists answer questions about retail banking products and services and direct callers with other needs to the appropriate bank personnel. Customer Experience Specialists deliver the highest possible customer service as they perform all job duties and contribute to the bank’s business goals by selling and referring customers to appropriate products and services. 

Essential Functions & Responsibilities:

External Customer Duties:

• Answer incoming calls from external customers to assist them from start to finish whenever possible by listening and asking appropriate questions
• Answers website chat, electronic banking messages, and website inquiries from external customers, to assist them from start to finish whenever possible
• Transfers calls when the customer's needs are beyond the scope of this position
• Answers questions regarding customer needs, concerns, and completing complex transactions
• Completes processes related to all commercial and retail banking products, including deposit, retirement, loan, bank card, electronic, and treasury management services
• As the processes develop, performs basic lending and deposit functions such as accepting applications, loan interviewing, running credit reports, and making loan recommendations
• Achieves goals set forth by the Customer Experience Manager regarding sales ratios, number of calls answered, length of calls, or other goals set forth by management
• Supports and participates in Bank marketing and promotional activities
• Creates Quarterly Sales Plans and performs duties outlined in the Quarterly Sales Plan
• Assists Customer Experience Supervisor by performing outbound calls or specialized duties to existing or new customers to strengthen or gain financial relationships, and support resolution to internal processes
• Proficiently processes customer transactions in a courteous, professional, accurate, and timely manner, following Bank policies and procedures. Answers questions, resolves problems, and finds solutions for customers.

Internal Customer Duties:

• Answer incoming calls from internal customers to assist them from start to finish whenever possible by listening and asking appropriate questions
• Transfer calls when the customer's needs are beyond the scope of this position.
• Answer questions regarding electronic consumer services, including review of accounts, resets, secure delivery, contact updates, providing information on what services are available, how to enroll, and how to use consumer electronic services
• Answers questions regarding debit/credit/prepaid card services, including review of accounts, balances, transactions, lost/stolen blocks, travel notification, suspected fraud blocks, declined transactions, authorizations, activation, how to access and use electronic banking access through SSO or direct login, and questions about debit card processes 
• Proficiently processes internal customer transactions in a courteous, professional, accurate, and timely manner, following Bank policies and procedures. Answers questions, resolves problems, and finds solutions for internal customers.
• Maintains and updates internal records and branch operational logs as needed

Please note this description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

Experience:

Requires six (6) months CoreFirst teller experience with demonstrated proficiency OR – six (6) months of outside banking, call center, or customer service experience

Education: High School Diploma or equivalent required

Skills & Abilities:

Courtesy, customer service, and tact are essential elements of the job. Work involves much personal contact with others inside and outside the Bank for purposes of giving or obtaining information, building relationships, or soliciting cooperation. Ability to relate to and empathize with different personalities while remaining resolution- and solutions-oriented.

Competencies: Adherence to CoreFirst Values; Respect, Communication, Integrity, Initiative, and Accountability. High level of skill in the CoreFirst Competencies of Customer Focus, Compliance, Ethics, Perseverance, and Time Management

Other Skills:

• Working knowledge and proficient use of Microsoft computer applications including Word, Excel, and Outlook
• Ability to quickly adapt to changes in procedure and/or technology
• Must be detail-focused

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, and sit. Some light physical effort required.

Travel: Travel is negligible. It is primarily local during the business day, although some local evening and weekend travel may be needed.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copy machines, filing cabinets, and fax machines.

Other:

• Applicants must pass a drug screen and background checks
• Internal applicants must be meeting the minimum requirements of their current job and submit a resume via the employee portal

CoreFirst Employment Practices: CoreFirst provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, CoreFirst complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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