Customer Experience Specialist

Liberty Bank; 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

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)

Job summary

Liberty Bank in Middletown, CT seeks a Customer Experience Specialist to assist customers by phone, provide courteous service, and maintain banking relationships. You will handle account maintenance tasks, adhere to CRA and Fair Lending policies, and work in a hybrid schedule after 90 days onsite training.

The role emphasizes compliance, use of Outlook and banking systems, and contributing to a positive customer experience.

Qualifications

• Two years of tele-services or customer service experience preferred.
• Familiarity with bank products, CRA and other Fair Lending laws normally acquired through banking experience and training.

Responsibilities

• Answer customer inquiries via the telephone accurately and professionally.
• Provide highest level of customer service, account servicing and problem resolution; escalate when necessary.
• Process account maintenance tasks (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 ensure satisfactory problem resolution.
• Adhere to bank policies and procedures.
• Utilize Outlook, Microsoft, Insight, and intranet systems.

Skills

Tele-services experience

Customer service

De-escalation skills

Tools

Outlook

Microsoft Office

Insight

Intranet platform

Job description

SUMMARY OF THE JOB

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.

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.

PHYSICAL REQUIREMENTS

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

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.

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.

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)

Why work here?

If you're looking for a career you can be passionate about, you may find more than just your next job at Liberty Bank.

About Us

At Liberty Bank, our 200-year legacy is just beginning. We are building a future defined by purpose, innovation, and opportunity where people feel empowered to grow, lead, and make a difference. Our culture is rooted in connection, accountability, and inclusion, creating an environment where teammates are inspired to bring their full selves to work and do their best work every day.

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.