Customer Experience Specialist

POSITION SUMMARY:

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 escalate 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
• Strong verbal and written communication
• 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
• Prior experience in a customer-facing banking role desired
• Strong keyboarding, PC, and telephone skills
• Valid driver’s license with a clean driving record

TRAVEL REQUIREMENTS:

• As needed for coverage at other branches. 

PHYSICAL REQUIREMENTS:  (update as needed)

• Prolonged periods of sitting: Ability to remain seated for extended periods while performing computer-related tasks.
• Manual dexterity: Proficiency in handling and manipulating objects, including typing and using office equipment such as printers, scanners, and fax machines.
• Visual acuity: Ability to read and interpret data on computer screens and paper documents.
• Hearing: Capability to hear and respond to telephone calls, office sounds, and discussions with colleagues.
• Basic physical tasks: Ability to perform occasional lifting, such as moving office supplies or documents, typically weighing up to 50 pounds.
• Mobility: Ability to move around the office to attend meetings, retrieve documents, or collaborate with colleagues.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 
  Career Pathing Criteria
  • Training: Proficient product knowledge, problem resolution, fraud prevention
  • Experience: 1 years in a teller or equivalent customer service role
  • Skills: Sales, customer engagement, issue resolution, multitasking
  • Education: High school diploma (certifications beneficial)
  • Advancement Timeline: 1 years
  • Key Characteristics: Proactive, resourceful, customer-focused