Customer Experience Specialist

About Baker Boyer:

Baker Boyer is the oldest independently owned community bank in the Pacific Northwest.  We are Eastern Washington’s trusted financial advisor, serving the Walla Walla Valley, Tri-Cities and Yakima Valley communities, providing wealth management as well as personal and business banking services.

What We Offer:

• Salary: 

  • Customer Experience Specialist- $20.02 - $25.50 per hour
• Great Benefits! Medical, Dental, Vision plans with additional: 
  • AD&D & Life Insurance 
  • Long Term Disability 
• 401(k) - 100% safe harbor match up to 6%, plus an additional profit-sharing contribution, resulting in employer contributions of up to 12% of annual salary. 
• Paid Leave- 
  • 10 days* of Vacation time – The annual Vacation accrual increases by a day each year for the first 10 years, and an additional half day each year for the next 10 years, reaching the maximum Vacation accrual of 25 days at year 20.
  • 7 days* of Sick, Safe & More (SSMORE) leave- SSMORE accrues at a rate of 1.2 hours for every 40 hours worked. SSMORE is intended to meet sick and safe leave needs, but it can also be used for vacation or other personal leave.
  • 3 Revive & Renew (R&R) days* – We understand the importance of unwinding and recharging, so these R&R days are loaded on the first of each year (prorated for new hires based on the quarter in which they’re hired).

• 11 Paid Federal Holidays annually*

*Number of paid holidays may be fewer than 11 on years when there are Federal Holidays that are observed on Saturdays.

• Life Assistance Plan
• Free access to financial counselors
• Employee Wellness Program
• 8 hours of paid volunteer time annually

About the Customer Experience Specialist Role:

Baker Boyer is seeking a positive, client-focused professional to engage with customers and connect them to services that best meet their needs. Customer Experience Specialists build lasting relationships by delivering friendly, efficient service, solving problems, and executing client requests accurately and in a timely manner. Successful candidates are self-starters who thrive in a collaborative team environment, consistently provide a high level of client service, recommend appropriate banking solutions, and confidently assist clients with inquiries—including navigating and using the bank’s digital platforms.

Role and Responsibilities

•  Strengthens and develops client relationships by providing high levels of customer service.
•   Acts as the first point of contact for telephone, chat and email information requests.
• Handles service issues of clients both on the phone and through various Digital Banking platforms by researching and resolving concerns.
• Effectively and efficiently manages call, chat, and email queues across various platforms, ensuring response times are met within the agreed-upon timeline.
• Answers incoming calls to Baker Boyer Bank and routes calls appropriately.
• Acts as a Subject Matter Expert on all digital products.
• Identifies client needs on core digital platforms and troubleshoots technology and learning concerns that keep the client from using products and services  associated with the client’s digital experience. These products include, but are not limited to:
  • Online Banking
  • Mobile Banking
  • Bill Pay
  • Mobile Deposit
  • Telephone Banking
• Documents client activity and events in client relationship management software.
• Develops and maintains a thorough knowledge of the Bank’s products, services, policies, procedures and federal regulations.
• Maintains the security and confidentiality of Bank and client information.
• Builds, retains, and expands internal relationships.
• Assists coworkers with a variety of client banking solutions.
• Collaborates with team members from all lines of business to carry out the Bank’s strategic plan.
• Performs additional duties as requested.

Skills and Qualifications

• Goal oriented, self-motivated and enthusiastic about providing extraordinary client service.
• Ability to make connections and support clients with their technological needs.
• Excellent client service skills: able to deliver professional and courteous contact with the public on the phone or through digital platforms.
• Ability to proactively build and maintain positive relationships by portraying an approachable and open-minded outlook.
• Knowledge and ability to use and/or learn Microsoft Office Suite (Word, Excel, Outlook, Teams), and various other banking software with proficiency and accuracy.
• Strong verbal and written communication skills: ability to read, write, speak and understand English.
• Ability to handle complex problems involving several variables or seek additional support when needed.
• Strong time management skills, attention to detail and accuracy; ability to efficiently organize and prioritize multiple tasks.
• Knowledge of/or ability to easily learn and maintain banking policies and procedures

Education and Experience:

Associate’s degree and/or two to three years’ related experience preferred but not required.  General understanding of banking, banking software, and/or financial services industry required.

Physical Demands/ Conditions Requirements:

The job tasks and 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 as appropriate to enable individuals with qualified disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to: sit, write, type, speak, and listen. The employee must also have the ability to sit or stand at a desk and work on a computer for long periods of time. The employee is occasionally required to stand, walk, reach, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color and peripheral vision, depth perception and the ability to adjust focus.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Baker Boyer believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position description is designed to outline primary duties, qualifications, and job scope, but not limit our employees nor the organization to adjust the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of the company.

Baker Boyer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

Salary : $20 - $26