Customer Experience Associate

POSITION SUMMARY:

As a Customer Experience Associate, you’ll serve as a frontline ambassador of the bank, delivering exceptional service while accurately processing financial transactions. You’ll foster trust and satisfaction by assisting clients with their banking needs, promoting products and services, and ensuring operational excellence.

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
• Greet and assist lobby customers, directing them appropriately
• 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
• Identify and report potential fraud or suspicious activity
• Complete Currency Transaction Reports (CTRs) and maintain the Monetary Instruments Log
• Ensure adherence to all bank policies, procedures, and regulatory requirements
• Use procedural manual as a daily resource
• 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
• Recommend process enhancements to improve efficiency, accuracy, or customer experience
• Take initiative in learning new systems, procedures, and service strategies
• Assume additional responsibilities as assigned by leadership
• Other duties as assigned

REQUIRED SKILLS and ABILITIES:

• Exceptional customer service skills
• Strong verbal and written communication
• High attention to detail and accuracy
• Ability to multitask and prioritize in a fast-paced environment
• Team-oriented with the ability to work independently
• Commitment to confidentiality and ethical standards
• Strong keyboarding, PC, and telephone skills
• Valid driver’s license with a clean driving record

REQUIRED EDUCATION and EXPERIENCE:

• High school diploma or equivalent
• Prior experience in a customer-facing banking role desired
• Previous cash handling and customer service experience preferred

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.