Customer Experience Associate

About us

Freedom Bank is a community-focused bank with a single location in Columbia Falls, Montana. Our bank is built on a foundation of trust, commitment to the community, and personal attention to our customers. Freedom Bank supports numerous Flathead Valley nonprofit and community development efforts. Freedom Bank is an equal opportunity employer. We encourage applicants from all backgrounds to apply for this position.

About the Position

The Customer Experience Associate plays a pivotal role in ensuring customers have a positive experience with the Bank’s products and services and as a central coordination point for Freedom Bank. This role is responsible for addressing common customer questions and ensuring the efficient day-to-day operation of the bank's front office and administrative functions. Success in this role requires exceptional customer service, strong organizational skills, sound judgment, attention to detail, and the initiative to identify needs and resolve issues before they become problems.

• Exceptional Customer Service: Serve as the primary point of contact for incoming telephone calls and visitors. Deliver a welcoming, professional, and knowledgeable customer experience that reflects Freedom Bank's commitment to personal service. Determine customers’ needs and provide assistance or direct them to the appropriate resource. Resolve routine customer questions promptly while maintaining ownership of follow-up until issues are resolved. Educate customers on available banking products, assisting them in selecting solutions tailored to their financial needs. Collaborate with internal teams to relay customer feedback, fostering continuous improvement in our services.
• Electronic Banking Support: Assist customers with routine electronic banking services, including online and mobile banking enrollment, password resets, account access, and navigation of digital banking features. Maintain familiarity with digital banking products and assist customers in utilizing available technology. Process incoming wire transfers to ensure customer accounts are accurately credited. Assist customers with internal account transfers and the intake of ACH and wire transfer requests to other financial institutions, ensuring requests are complete and routed appropriately.
• Debit Card Support: Receive and document requests for card limit increases, fraud concerns, disputes, and transaction issues, ensuring they are accurately routed or escalated to the appropriate team member for resolution. Provide timely communication to customers throughout the process. Monitor daily debit card orders. Prepare monthly debit card reports and customer notifications for replacement cards.
• Office Management and Administrative Coordination: Establish and maintain relationships with office supply vendors. Monitor inventory levels of office supplies and operational materials. Obtain competitive pricing while exercising sound stewardship of the office supply budget. Review invoices for accuracy prior to payment. Train employees in office procedures related to supplies and front office operations. Coordinate incoming and outgoing mail and package distribution. Assist with organizing internal meetings and training sessions. Assist in planning and coordinating bank-sponsored events, including community outreach activities and employee appreciation events. Schedule appointments or meetings for staff as needed.
• Facilities Coordination: Maintain office equipment and coordinate maintenance or repairs. Follow opening and closing procedures. Ensure the office, lobby, conference rooms, and common areas remain organized, welcoming, and professional. Monitor the condition of the building and promptly communicate maintenance concerns to management. Coordinate routine service appointments with approved vendors.
• Team Engagement: Participate actively in team meetings and training sessions to enhance product knowledge and service skills. Ensure thorough documentation of processes, adhering to bank policies, procedures, and regulatory requirements. Recommend improvements to procedures, forms, and workflows.
• Special Projects: Assist with special projects as needed.

Preferred Qualifications, Traits, and Skills

• Confidentiality and Discretion: Maintain confidentiality at all times and exercise discretion when handling sensitive customer information.
• Accuracy: Ensure accurate and complete data entry.
• Operational Integrity: Adhere strictly to the bank's operational, security, and compliance procedures.
• Commitment to Development: Complete all required bank training programs within designated timeframes to stay updated on policies, procedures, and technology.
• Educational Background: High School Diploma or equivalent; further education or certification in financial services is a plus.
• Technical Skills: Proficiency in basic computer operations and financial software. Familiarity with standard office equipment. Ability to learn and adapt to new technologies quickly.
• Communication: Excellent verbal and written communication skills. Ability to explain complex information clearly.
• Interpersonal Skills: High level of professionalism and personal integrity. Demonstrate empathy and respect in all customer interactions.
• Time Management: Effective at managing time to prioritize tasks and handle customer needs promptly.
• Critical Thinking: Leverage reason, deduction, and methods of identity verification to ensure validity of transaction requests.

Physical Activities and Requirements

• Dexterity: Frequent use of hands and wrists for typing and handling documents.
• Mobility: Ability to stand or sit for extended periods depending on customer needs.
• Lifting: Frequent lifting and carrying of up to 25 pounds may be required.

Additional Notes

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Working Hours:

• Regular Shifts: 8 AM - 5 PM Monday - Friday, Availability for Secondary Holidays

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Banking: 1 year (Required)
• Customer service: 1 year (Required)

Work Location: In person

Salary : $20