Customer Experience Representative

Role

Receive incoming calls and determine the products, services or resources that the caller requires (or could benefit from). Provide direct support services to customers; or, connect them with a staff member in the appropriate department who can provide the specific assistance needed by the customer. Consistently upholds and delivers a high level of service to the Bank's customers.

Essential Duties & Responsibilities

• Answer incoming customer contacts, verify the identity and determine the need(s) of the caller and minimize the customer's time and effort in resolving their need(s).
• Perform teller functions (i.e. transfer of funds, loan payments, stop payments, close and reorder debit cards and transaction disputes, etc.) all while assuring the customer needs are met with a polite, professional and friendly manner.
• Assist other departments and branches with customer support.
• Identify, explain and cross sell the value of products / services that may be beneficial to the customer.
• Effectively analyze contacts needs to provide efficient and accurate service using various computer systems to aggregate information necessary.
• Perform other duties as assigned.
• Participate in proactive team efforts to achieve departmental and company goals.
• Must comply with current applicable laws, regulations and bank policies and procedures. Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and / or Human Resources.

Experience

A minimum of one to three years of similar or related experience, including preparatory experience.

Education / Certifications / Licenses

A high school degree or equivalent.

Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and / or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and / or advising others on matters of significance. Ability to troubleshoot customer questions using various technical resources and systems. Ability to understand various computer systems for researching customer account inquiries and requests.

CapFed is an equal opportunity employer.