Customer Experience Specialist

Overview
JOB REQUIREMENTS: Customer Experience Specialist - Full Time (40 Hrs/Wk)

Location: 8590 Hwy 51 North, Minocqua, WI, 54548, United States

Type: FT Regular Non-Exempt

Schedule: Regular full-time, averaging approximately 40 hours/week. On-site at IncredibleBank branch in Minocqua. Hours vary between 8:00 am – 5:30 pm CST, Monday through Friday, and 9:00 am – 12:00 pm CST on Saturdays.

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. You will engage in consultative conversations to identify financial needs and refer customers to Relationship Bankers for tailored solutions, while delivering a high level of customer service and maintaining accurate records.

This is a regular full-time, hourly non-exempt position. You will work with internal teams to deliver a seamless and unified customer experience, support branch initiatives, and participate in branch projects and community events.

Responsibilities

Provide friendly, accurate service for everyday banking transactions and moderately complex requests (e.g., foreign currency exchanges, wire transfers, dispute resolution).

Process deposits, withdrawals, loan payments, wires, and foreign currency transactions with precision.

Maintain and balance the cash drawer and manage branch cash ordering to support smooth daily operations.

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.

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; support branch sales initiatives.

Monitor for suspicious activity and apply compliance procedures; escalate 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.

Represent IncredibleBank professionally at branch projects and community events.

Resolve customer complaints and service issues by working with branch staff and other departments, demonstrating accountability and commitment to satisfaction.

Qualifications

Associate's degree in Finance, Accounting, Business Management, or related field preferred.

Industry experience: 1-3 years in banking or a related role preferred; Special emphasis on customer service and relationship-building.

Experience in a relationship-oriented, client-centric environment preferred.

Strong mathematical, analytical, and communication skills with attention to accuracy and clarity.

Critical thinking and problem-solving abilities to resolve issues and support operations.

Collaborative mindset focused on teamwork and delivering a unified customer experience.

Flexibility and responsiveness to evolving customer needs and business demands in a fast-paced environment.

Benefits and Compensation
Our ICE values extend to employees. We offer top-tier benefits and competitive compensation, with eligible employees receiving over 30 days off per calendar year, including 18 days of PTO to begin, plus an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 Bank Holidays. See the Total Rewards package at the provided link: https://incrediblebank.mybenefitsapp.com/

About the Company
IncredibleBank began in 1967 as River Valley Bank with a single location in Rothschild, WI. It has grown to a $2.0 billion-asset institution with 17 locations across all 50 states and has been certified as a Great Place to Work. The company focuses on customer-focused banking and innovation in banking technology while maintaining a commitment to personal, face-to-face service where needed. The organization values culture over size and emphasizes a strong customer experience.

Application Instructions
Apply Online: https://www.click2apply.net/JWn4XWCQKa4M5fZMyhnJ

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