Customer Experience Specialist - Full Time (40 Hrs/Wk)

Customer Experience Specialist - Full Time (40 Hrs/Wk)
Location: 8590 Hwy 51 North, Minocqua, WI, 54548, United States

Employee Type: FT Regular Non-Exempt

About the Role
This role performs a range of technical and service-oriented functions, including processing customer transactions, opening new consumer accounts, identifying and reporting potential fraud, and ensuring compliance with regulatory requirements.

Provide friendly, accurate service for everyday banking transactions and moderately complex requests such as foreign currency exchanges, wire transfers, and dispute resolution.

Process deposits, withdrawals, loan payments, wires, and foreign currency transactions with precision to maintain trust and financial accuracy.

Maintain and balance the cash drawer and manage branch cash ordering.

Support internal and external audits by adhering to regulatory standards including CIP, FinCEN, and the Bank Secrecy Act.

Issue debit cards and educate customers on mobile wallet, travel notices, and ATM locator tools.

Proactively onboard, educate, and follow up with customers to build lasting relationships and ensure satisfaction throughout their banking journey.

Engage in consultative conversations to identify financial needs and refer customers to Relationship Bankers for tailored solutions.

Open and close various types of consumer accounts, including ownership and beneficiary updates.

Educate customers on digital banking tools such as mobile deposits, account alerts, and e-statements.

Drive growth through referrals and cross‑selling, supporting branch sales initiatives.

Monitor for suspicious activity and apply compliance procedures, escalating complex issues when necessary.

Stay informed on emerging fraud trends and apply best practices in transaction monitoring.

Collaborate with internal teams to deliver holistic solutions and support branch initiatives.

Participate in branch projects and community events, representing the bank with professionalism.

Maintain a high level of professionalism, ensuring every customer feels valued, respected, and confident.

Resolve customer complaints and service issues by working collaboratively with branch staff and other departments.

This is a regular full‑time, hourly non‑exempt position, averaging approximately 40 hours/week. Schedule may vary between the hours of 8:00 am to 5:30 pm CST Monday through Friday and 9 am to 12 pm CST on Saturdays.

This position will work on‑site at our branch location in Minocqua.

About You
You do what is right over what is easy, you don’t settle for good enough, and you’re driven to learn and grow. You recognize your impact on the customer experience, regardless of your role.

Preferred Qualifications

Associate’s degree in Finance, Accounting, Business Management, or a related field.

1–3 years of experience as a bank teller or in a similar role.

Experience in a relationship‑oriented, client‑centric environment.

Advanced mathematical, analytical, and communication skills.

Strong critical thinking and effective problem‑solving abilities.

A collaborative mindset focused on building productive relationships.

Flexibility and responsiveness to evolving customer expectations and business needs.

Benefits and Compensation
Our employees receive more than 30 days off per calendar year, including 18 days of PTO, an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 observed Bank Holidays.

Full rewards package available at: https://incrediblebank.mybenefitsapp.com/

About the Company
IncredibleBank, founded in 1967 as River Valley Bank, has grown to a $2.0 billion‑asset institution with 17 brick‑and‑mortar locations nationwide. We pride ourselves on culture and have been certified as a Great Place to Work.

Learn more about our Great Place to Work engagement results at: https://www.greatplacetowork.com/certified-company/7022621

Equal employment opportunity, including veterans and individuals with disabilities.

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