Customer Experience Specialist

The Customer Experience Specialist is responsible for delivering exceptional service and support. This role includes operating a full-service customer experience station, processing financial transactions, opening new accounts, assisting with consumer loan inquiries, and promoting bank products and services. Flexibility, strong communication skills, and commitment to accuracy and professionalism are essential. As a CES, you play a vital role in strengthening customer relationships and enhancing the bank's presence in the community.

ESSENTIAL FUNCTIONS and DUTIES

Process deposits, withdrawals, check cashing, and loan payments with accuracy and efficiency

Handle cashier's checks, money orders, certified checks, credit card payments, and cash advances

Provide access to safe deposit boxes (if available) and assist with related documentation

Balance cash drawer and ATM as needed; maintain control and security of cash

Open and record night deposit bags; prepare currency orders

Deliver prompt, courteous, and solution-oriented service to all customers

Proactively resolve customer concerns and escape complex issues as needed

Answer incoming calls and provide support in alignment with Customer Service Standards

Assist customers with account reconciliation and check orders

Complete Currency Transaction Reports (CTRs) and maintain the Monetary Instruments Log

Use procedural manual as a daily resource

Recommend improvements to enhance service and efficiency

Provide coverage across various branch locations as requested

Greet and assist lobby customers, directing them appropriately

Advise customers on bank products and services; identify cross-sell opportunities

Support marketing initiatives and participate in community events to enhance visibility and business development

Explain account types and guide customers in selecting appropriate products

Open personal and business accounts, prepare documentation, and maintain updated contact records

Assist with consumer loan inquiries

Order checks online and facilitate fund transfers

Support customers in the safe deposit box area (when available)

Build and maintain strong customer relationships through quality service

Suggest updates to the CES manual as needed

Perform branch audits and prepare reports

Hold check signing and override responsibilities

Stay informed on current banking regulations and internal policies

Participate in community events to enhance visibility and attract new business

Assume additional responsibilities as directed

REQUIRED SKILLS and ABILITIES:

Exceptional customer service and relationship-building skills

Effective problem-solving and conflict resolution abilities

High attention to detail and accuracy

Proficiency in Microsoft Office and banking software

Ability to multitask and prioritize in a fast-paced environment

Strong organizational and time management skills

Team-oriented with the ability to work independently

Sales acumen and ability to identify customer needs

Commitment to confidentiality and ethical standards

Willingness and ability to cross-sell bank services

REQUIRED EDUCATION and EXPERIENCE:

High school diploma or equivalent

Previous cash handling and customer service experience preferred

Strong keyboarding, PC, and telephone skills

Valid driver's license with a clean driving record

TRAVEL REQUIREMENTS:

As needed for coverage at other branches.

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