Banking Customer Experience Specialist

Southern Michigan Bank & Trust; Coldwater (MI); On-site; USD 21,000 - 25,000; Full time

Job summary

Southern Michigan Bank & Trust is seeking a customer contact center representative to support the Operations Department. Responsibilities include handling calls, chats, and emails, verifying customer identity, and guiding customers through product information and services.

You will build relationships, follow scripts, and help resolve issues while maintaining confidentiality and professionalism. Strong communication and basic math are required.

Qualifications

• High school diploma or equivalent required.
• General banking or contact center experience preferred.
• Excellent verbal and written communication skills; ability to compose original correspondence.
• Excellent customer service skills with strong problem-solving abilities.
• Basic math skills including fractions, decimals, and percentages.
• Ability to follow scripts and procedures and maintain confidentiality.

Responsibilities

• Answer customer inquiries and questions via calls, chats, and emails.
• Manage large volumes of inbound and outbound calls in a timely manner.
• Build sustainable relationships and provide exceptional customer service.
• Verify customer identity per bank policy and assist with information requests.
• Assist customers with basic teller functions via webcam when applicable.
• Identify customer needs and offer appropriate products or services.
• Document and update customer information in bank systems.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Education

High School Diploma or equivalent

Tools

Microsoft Word

Excel

Database knowledge

Job description

Southern Michigan Bank & Trust is seeking a customer contact center representative to support the Operations Department. Responsibilities include handling calls, chats, and emails, verifying customer identity, and guiding customers through product information and services.

You will build relationships, follow scripts, and help resolve issues while maintaining confidentiality and professionalism. Strong communication and basic math are required.