Customer Experience & Analytics Associate

Bank Five Nine (Community Bank)

Town of Oconomowoc (WI)

On-site

USD 42,000 - 52,000

Full time

2 days ago

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Job summary

Bank Five Nine (Community Bank) is seeking an entry-level Customer Experience & Analysis Specialist. You will sit at the intersection of customer service, digital banking, product management, and process improvement to make opening accounts seamless and to support online and mobile banking tools.

You will partner across teams to improve customer experiences, troubleshoot issues, and improve how systems and processes work.

Qualifications

Associate degree or equivalent work experience.
Minimum of two years of banking experience.
Proficiency in Microsoft Word and Excel.

Responsibilities

Serve as a primary support resource for online account opening and digital banking inquiries via email, chat, and phone.
Provide beginner-to-advanced support for online banking, mobile banking, debit/ATM cards, and phone banking.
Process online account applications and proactively resolve issues using the customer’s preferred communication method.
Prepare weekly, monthly, and quarterly reports.
Own and continuously improve the online account opening experience, ensuring it’s seamless and customer-friendly.
Act as an escalated support expert, troubleshooting and resolving complex system and process issues.
Maintain and update CRM and BPM workflows.
Document, test, and communicate system updates and platform enhancements.
Participate in cross-functional projects for new or updated products, services, and systems.
Make solid recommendations for changes through analysis and research with consideration of the impact to all areas of the Bank.