Banking Customer Experience Specialist

FVSBank; Oshkosh (WI); On-site; USD 32,000 - 45,000; Full time

Job summary

FVSBank in Oshkosh, WI seeks a Customer Experience Representative to be the frontline ambassador, delivering a seamless and personalized banking experience across branches and channels.

You will greet customers warmly, handle deposits and transfers, educate on digital tools, and take ownership of issues to resolve them promptly. You will support lobby flow, calls, and visitor guidance while upholding security and confidentiality standards.

Responsibilities

• Warmly greet customers every time - using their name, eye contact, and a friendly, confident tone.
• Deliver prompt, accurate service across all transactions (deposits, withdrawals, check cashing, transfers, loan payments, etc.).
• Actively listen to customer needs and recommend products/services that genuinely improve their banking experience.
• Educate customers on digital banking tools, account features, and financial wellness offerings.
• Take ownership of customer concerns, ensuring issues are resolved promptly and communicated clearly.
• Serve as a welcoming first point of contact for visitors, customers, vendors, and employees entering the branch or contacting the Bank by phone.
• Answer, screen, and direct incoming calls in a professional, courteous, and timely manner.
• Greet and direct visitors to the appropriate employee, department, or meeting location while maintaining security and confidentiality standards.
• Assist with lobby management by monitoring customer flow, communicating wait times, and helping ensure customers are connected with the right resources.
• Support general administrative tasks as needed, such as accepting deliveries, maintaining reception materials, and assisting with customer forms or branch communications.
• Maintain updated customer information with accuracy and attention to detail.
• Track product referrals and customer interactions to support growth and service goals.
• Partner with internal teams to ensure customers are seamlessly connected to the right resources (e.g., Loan Officers, Financial Services).
• Follow all bank policies, procedures, and security guidelines with consistency.
• Balance cash and reconcile transactions daily with a high degree of accuracy.
• Identify discrepancies, resolve errors, and escalare as needed.
• Maintain working knowledge of all retail banking products, services, and compliance requirements.
• Participate in opening/closing procedures and ensure branch safety standards are upheld.
• Uphold confidentiality standards and always safeguard customer information.
• Complete all required compliance and regulatory training on schedule.
• Ensure all customer identification procedures (including CIP) are followed without exception.
• Demonstrate a positive, team-oriented attitude and support colleagues as needed.
• Contribute to a culture of continuous improvement and customer-first thinking.
• Represent the Bank’s Core Values in daily interactions with customers and coworkers.
• Support other branch locations as needed.

Job description

FVSBank in Oshkosh, WI seeks a Customer Experience Representative to be the frontline ambassador, delivering a seamless and personalized banking experience across branches and channels.

You will greet customers warmly, handle deposits and transfers, educate on digital tools, and take ownership of issues to resolve them promptly. You will support lobby flow, calls, and visitor guidance while upholding security and confidentiality standards.