Banking Specialist, Customer Experience

Heritage Bank NA; Willmar (MN); Hybrid; USD 25,430 - 38,145; Full time

Benefits offered by this job

Paid time off

401(k) and ESOP retirement plans

Medical, dental, and vision insurance

Job summary

Heritage Bank NA in Willmar, Minnesota, is seeking a Universal Banker who will also serve as an Operations Specialist. This hybrid position requires exceptional customer service skills and a solid understanding of banking operations. The role encompasses handling various banking transactions and providing guidance on banking products across multiple channels.

Candidates should have a degree in Finance or Business Administration, prior banking experience, and strong interpersonal skills. The bank offers a full-time role with comprehensive benefits including health insurance and a 401(k) plan.

Qualifications

• Associate’s or Bachelor’s degree in Finance, Business Administration, or related field (preferred).
• Prior experience in banking, customer service, or a related field.
• Strong interpersonal skills with the ability to empathize and communicate effectively with diverse customers.

Responsibilities

• Provide a world-class customer experience by handling inquiries and resolving issues.
• Execute a variety of banking transactions accurately and efficiently.
• Assist customers with opening and closing accounts and updating account information.

Skills

Customer service skills

Interpersonal skills

Detail-oriented

Organizational abilities

Proficiency in banking software

Education

Associate’s or Bachelor’s degree in Finance or Business Administration

Tools

Microsoft Office Suite

Job description

Position Summary

This position combines the responsibilities of a lobby-focused Universal Banker with the expertise of an Operations Specialist. The ideal candidate will possess a strong understanding of overall banking operations, have exceptional customer service skills, and be able to thrive in a fast-paced environment. This hybrid role combines the essential elements of customer service and operational efficiency, empowering you to make a positive impact on both customer satisfaction and the overall success of the bank.

Job Type

Full-time

Responsibilities

• Provide a world‑class customer experience by handling inquiries, resolving issues, and addressing concerns promptly and professionally.
• Act as a trusted advisor for customers offering guidance on banking products, services and procedures.
• Be adaptable to helping customers through any channel (in‑person, telephone, chat, text, e‑mail). This may require work from any MN branch location.
• Execute a variety of banking transactions accurately and efficiently, including deposits, withdrawals, transfers, and loan payments.
• Ensure compliance with regulatory requirements and internal policies while processing transactions.
• Assist customers with opening and closing accounts, updating account information, and managing account inquiries.
• Proactively identify opportunities to cross‑sell banking products and services to help customers meet their financial needs.
• Perform tasks for deposit products and services (demand deposits, savings, CDs, digital banking, treasury management) and quality‑assurance tasks to ensure accuracy and compliance.
• Perform tasks for loan products and services (loan documentation, collateral, reports, booking, servicing, workflow updates) and QA tasks.
• Collaborate with other departments such as sales, marketing, and compliance to ensure seamless customer experiences and regulatory compliance.
• Liaise with back‑office teams to address operational challenges and streamline processes for improved efficiency.
• Participate in training sessions and knowledge sharing activities to stay updated on product offerings, policies, and procedures.
• Utilize banking software and digital platforms effectively to process transactions, access customer information, and provide online support.
• Educate customers on digital banking tools and encourage adoption to enhance their banking experience.
• Participate in all required training.
• Take responsibility for security and compliance with banking regulations.
• Handle all internal and external customers professionally.

Qualifications

• Associate’s or Bachelor’s degree in Finance, Business Administration, or related field (preferred).
• Prior experience in banking, customer service, or a related field.
• Strong interpersonal skills with the ability to empathize and communicate effectively with diverse customers.
• Detail‑oriented with excellent organizational and time‑management abilities.
• Proficiency in using banking software, Microsoft Office Suite, and digital communication tools.
• Knowledge of banking regulations and compliance standards.
• A passion for delivering exceptional customer experiences.

Benefits

Full‑time team members enjoy a comprehensive benefits package including paid time off, paid holidays, paid volunteer days, medical, dental, and vision insurance, 401(k) and ESOP retirement plans, and additional benefits consistent with company policy.

Disclaimer & Equal Opportunity

This job description outlines the general nature of the role and is not intended to be all-inclusive. Duties, responsibilities, and benefits may change as business needs evolve. Employment is at will. We are an Equal Opportunity Employer and value diversity at all levels of the organization.

Salary

$18.46 to $27.69 per hour