Customer Experience Champion - Banking & Digital Support

OakStar Bank; Nixa (MO); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k)

401(k) match

Paid time off

Paid holidays

Job summary

OakStar Bank is seeking a Customer Experience Specialist to be the first point of contact for customers by phone, email, or secure message. You will deliver exceptional service, assist with digital banking support, and resolve inquiries while adhering to banking regulations.

A successful candidate will handle inquiries efficiently, educate customers on products, and escalate complex issues when needed. The role emphasizes empathy, accuracy, and collaboration within a fast-paced team, with

Qualifications

• Associate’s degree or Bachelor’s degree preferred.
• 1–3 years of customer service or call center experience, preferably in banking or financial services.
• Bilingual (English/Spanish or other languages) is a plus.
• Excellent communication and interpersonal skills.
• Strong knowledge of banking terminology, products, services, and regulatory requirements.

Responsibilities

• Answer incoming calls in a prompt, courteous, and professional manner.
• Verify customer identity before providing account information.
• Assist customers with account inquiries including balances, transactions, statements, deposits, and withdrawals.
• Educate customers on bank products and digital banking tools.
• Investigate and resolve routine issues related to account access, unauthorized transactions, and technical errors.
• Escalate complex issues to appropriate internal departments following escalation protocols.
• Document all customer interactions in the CRM or case management system.

Skills

Customer service

Communication

Problem solving

Attention to detail

Education

Associate or Bachelor's degree preferred

Tools

CRM systems

Banking software

Microsoft Office

Job description

OakStar Bank is seeking a Customer Experience Specialist to be the first point of contact for customers by phone, email, or secure message. You will deliver exceptional service, assist with digital banking support, and resolve inquiries while adhering to banking regulations.

A successful candidate will handle inquiries efficiently, educate customers on products, and escalate complex issues when needed. The role emphasizes empathy, accuracy, and collaboration within a fast-paced team, with