Customer Experience Specialist

Position SummaryThe Customer Experience Specialist is a customer-focused position responsible for answering incoming telephone calls, responding to online inquiries, and assisting internal staff members with questions concerning deposit accounts, electronic banking services, transactions, account documentation, and Bank products and procedures. The position researches and resolves inquiries accurately and professionally, coordinates support across departments and provides clear guidance to customers and employees. Through continued development of banking knowledge, operational skills, and experience, the Customer Experience Specialist is expected to become a trusted subject matter expert and resource within assigned areas. The role is structured at two levels based on knowledge, skills, demonstrated proficiency, scope of responsibility, and relevant tenure or experience. Essential ResponsibilitiesCustomer and Employee SupportServe as a primary point of contact through phone, email, online, and internal support channels, using a professional and courteous approach. Assist with questions related to deposit accounts, account maintenance, electronic banking, debit cards, payments, transfers, and other Bank products and services. Research issues, communicate status and resolution clearly, and coordinate with branches, departments, vendors, and other support resources when needed. Provide guidance to branch and Bank employees regarding account procedures, documentation, maintenance, and electronic banking services. Electronic Banking and Transaction ProcessingSupport consumer and business online and mobile banking, e-Statements, alerts, transfers, bill pay, real-time payment processing, remote deposit capture, ACH origination, positive pay, and related services. Process assigned domestic and foreign wire transfer activities, including required verification, dual-control, recordkeeping, and balancing functions. Support consumer and business debit card activities, including card maintenance, adjustments, disputes, chargebacks, fraud research, alerts, and Regulation E-related processing. Complete assigned bookkeeping and operational activities, including mobile deposit review, payment processing, encoding corrections, account verification, general ledger entries, reconcilements, and report monitoring. Account Documentation Review and Audit SupportReview new and existing account documentation and maintenance submissions for accuracy, completeness, consistency, and adherence to established procedures and compliance requirements. Compare Bank-generated documents, customer supporting documentation, and core system information; document exceptions and clearly communicate required corrections. Maintain tracking records for submissions, pending corrections, deadlines, and completed reviews; retain documentation according to procedure. Identify recurring errors or trends and communicate observations to management to support consistent practices and process improvements. Operational, Risk, and Compliance SupportFollow Bank policies, procedures, security practices, privacy requirements, BSA/CIP standards, Regulation E, internal controls, and applicable regulatory guidance. Complete assigned exception monitoring, maintenance reviews, operational reports, balancing, quality-control checklists, and audit or risk-assessment support. Maintain organized and accurate records and protect confidential customer and Bank information. Keep current on procedures, products, systems, and regulatory requirements through required training and ongoing learning. Team and Process SupportCollaborate across departments to provide consistent service and timely issue resolution. Provide backup support within the Customer Experience function and assist with business customer services when assigned. Identify opportunities to improve workflows, reduce manual effort, strengthen controls, and improve the customer and employee experience. Perform other related duties as assigned. Position LevelsLevel CX Specialist I CX Specialist II Role Scope Developing proficiency across assigned customer experience and operational functions. Advanced proficiency across multiple customer experience and operational functions, with broader or more complex assignments. Knowledge and Skills Applies established procedures and foundational knowledge of Bank products, systems, documentation, controls, and compliance requirements. Demonstrates deeper product, system, operational, and compliance knowledge and applies sound judgment to complex or less routine situations. Independence Completes assigned work with routine guidance and escalates unfamiliar or higher-risk matters appropriately. Works with greater independence, resolves more complex issues, and recognizes when escalation or management involvement is appropriate. Team Contribution Participates in cross-training and provides backup support within assigned areas. Serves as a knowledgeable resource, supports peer learning and cross-training, and helps promote consistency and process improvement. Experience and Tenure Placement reflects relevant experience, demonstrated knowledge and skills, and tenure in the role or comparable banking operations. Progression reflects sustained proficiency, expanded knowledge and skills, successful handling of broader responsibilities, and relevant tenure or experience. QualificationsHigh school diploma or GED required; related banking, customer service, operations, audit, or electronic banking experience preferred. Clear and professional verbal and written communication skills. Ability to organize work, manage competing priorities, meet deadlines, and maintain attention to detail. Ability to research information, analyze documentation and transactions, identify discrepancies, and develop appropriate solutions. Working knowledge of general business math, debits and credits, account reconciliation, Microsoft 365 applications, Windows-based systems, and standard office equipment. Ability to learn and use core banking, electronic banking, card, wire, document-imaging, reporting, and related systems. Ability to maintain confidentiality and exercise sound judgment when handling customer information and financial transactions. Core CompetenciesService excellence and customer focus Accuracy and attention to detail Effective communication and active listening Time and task management Teamwork and cooperation Initiative, adaptability, and personal accountability Problem-solving, risk awareness, and sound judgment Note: The responsibilities listed describe the general nature and level of work performed. Duties may be adjusted based on business needs, operational changes, and the employee’s assigned level and areas of proficiency.