Customer Experience Specialist

Liberty Bank - CT; Middletown (CT); Hybrid; USD 30,000 - 40,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401K with Employer Match

Pension Plan

Employer-paid life and disability保险

HSA option

FSA option

EAP

Job summary

Liberty Bank is hiring a Customer Experience Specialist to assist customers by phone, ensuring professional, courteous service and adherence to department standards. The role offers a hybrid work schedule after 90 days of onsite training and involves handling inquiries, account maintenance, and banking solutions to deepen customer relationships.

Minimum requirements include at least two years in tele-services or customer service and familiarity with bank products, services, and regulations.

Qualifications

• Two years of tele-services or customer service experience.
• Familiarity with bank products, services, and regulations.

Responsibilities

• Answer customer inquiries via the telephone professionally.
• Provide high level of customer service and problem resolution.
• Perform account maintenance such as processing: check orders, stop payments, disputes, online banking requests, bill pay inquiries.
• Provide banking solutions to enhance and create lasting customer relationships.
• Deliver courteous, efficient, personalized service and satisfactory problem resolution per standards.
• Handle complex situations with de-escalation when dealing with irate customers.
• Comply with bank policies and procedures.
• Utilize computer systems including Outlook, Microsoft, Insight, and intranet.

Skills

Tele-services

Customer service

Banking knowledge

Outlook

Microsoft

Insight

Intranet

Tools

Outlook

Microsoft

Insight

Intranet

Job description

At Liberty, we strive to maximize our impact and exceed goals by investing in our teammates to deepen our relationships in the workplace and communities we serve. We take pride in promoting a socially responsible and sustainable future through initiatives and investment.

Summary Of The Job

The Customer Experience Specialist is expected to assist customers over the telephone in a professional and courteous manner, and adhere to the service standards set by the Customer Experience Department. This position is eligible for a hybrid work schedule after completing onsite training for the first 90 days.

Essential Functions

• Accurately, efficiently and professionally answer customer inquiries via the telephone.
• Independently provide the highest level of customer service, general account servicing and problem resolution, escalating through the proper channels when necessary.
• Performs account maintenance such as processing: check orders, stop payments, disputes, online banking requests, bill pay inquiries, etc.
• Provides banking solutions to enhance and create lasting customer relationships.
• Customer Service: Provides courteous, efficient, personalized service and satisfactory problem resolution to each customer in accordance with customer service standards.
• Ability to handle complex situations and demonstrate de-escalating skills when dealing with irate or emotional customers.
• Compliance: Adheres to banks policies and procedures.
• Technical: Efficiently utilizes computer systems including Outlook, Microsoft, Insight, and internal intranet platform.

Minimum Requirements

• At least two years of tele-services/customer service experience is preferred.
• Familiarity with Bank products, services, and regulations, in particular CRA and other Fair Lending laws normally acquired through one to two years of banking experience and training preferred

Physical Requirements

• General Office Equipment
• Keyboard Dexterity
• Lifting/carrying up to 25 lbs.
• Use of general office equipment
• Ability to travel

COMPLIANCE

Acts affirmatively in all activities under his/her control in conformance with the Bank's affirmative Action, Equal Employment Opportunity, and Fair Lending Programs to achieve the Bank's goals and objectives. The bank shall provide equal employment opportunity to all qualified persons, and continue to recruit, hire, train and evaluate persons in all jobs without regard to race, color, religion, sex, national origin or veteran status.

Liberty Bank is an Equal Opportunity employer. It is the policy of Liberty Bank to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Salary Range

$22.00 - $29.00

Pay Disclaimer

The actual salary offered for this position will be determined by several factors, including the scope, complexity, and location of the role; the skills, education, training, credentials, and experience of the candidate relative to internal pay of similar roles; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based annual incentives.

Liberty Bank Benefit Offerings

• Medical, dental, and vision coverage
• 401K with Employer Match
• Pension Plan
• Employer-paid life and disability insurance
• HSA option
• FSA option
• Employee Assistance Program (EAP)
• Telehealth and wellness resources
• Supplemental insurance options
• Pet insurance and legal plan benefits
• Paid Time Off (PTO)