Customer Experience Specialist I - Operations, Ridgeland, MS

BankPlus - Ridgeland, MS

Full-time

Ridgeland, MS

Credit Intermediation and Related Activities

About the position

The Customer Experience Specialist I at BankPlus is a pivotal role that focuses on delivering exceptional customer service to both internal and external clients. This position requires a commitment to professionalism, punctuality, and a thorough understanding of BankPlus products and services. The specialist will be responsible for ensuring customer satisfaction by providing timely and accurate information, assisting with inquiries, and resolving issues related to various banking services. The role also involves adhering to privacy policies and bank procedures to protect customer information, thereby maintaining the trust and integrity of the bank's operations. In addition to customer service duties, the specialist will engage in selling and cross-selling BankPlus products to enhance customer relationships and drive business growth. This includes managing customer requests such as closing lost or stolen CheckCards, processing stop payments, and handling check reorders. The specialist will also be responsible for communicating with customers through various channels, including email, web chats, and phone calls, ensuring that all interactions are handled with care and professionalism. The position requires participation in team meetings and collaboration with colleagues to foster a high-performance culture within the bank. The specialist will also be involved in the bank's High-Performance Rewards Connections Program, which recognizes and rewards outstanding performance. Continuous learning and compliance with regulatory standards are essential, as the specialist must maintain a comprehensive understanding of banking regulations and complete required training to uphold the bank's standards of conduct.

Responsibilities

• Protect customer and account information by following privacy policies and bank policies/procedures.
• Provide information and assistance on all BankPlus products and services, including fee schedule, CallPlus, e-BankPlus, CheckCards, and branch information.
• Sell and cross-sell BankPlus products and services to new and existing customers.
• Close lost or stolen CheckCards, request PIN mailers, and handle telephone transfers, stop payments, and check reorders for customers.
• Correspond with customers via email, web chats, and myTTY service for hearing impaired customers.
• Responsible for customer call backs and research.
• Provide information on advertised promotions and sponsorships bank wide.
• Attend and participate in team meetings.
• Perform other duties as assigned.
• Participate in the bank's High-Performance Rewards Connections Program.
• Make referrals to Mortgage Center and Wealth Management.
• Maintain a thorough knowledge of Bank products, services, policies, procedures, and appropriate regulatory issues.

Requirements

• College education preferred.
• Banking experience preferred.
• 1 year of similar or related experience in Customer Service, Public Relations or Communications.
• General computer and typing experience with Microsoft Office Suite, including Excel, Word, and Outlook.
• Excellent verbal and written communication skills.
• Extensive reading, comprehension, and problem-solving skills.
• Schedule flexibility to cover all shifts required.
• Ability to make difficult decisions and handle multiple tasks with daily deadlines.