Customer Experience Specialist III

BANKPLUS; Ridgeland (MS); On-site; USD 42,000 - 54,000; Full time

Job summary

BankPlus is seeking a Customer Experience Specialist III in Mississippi to deliver on-time, professional customer service for internal and external clients across all BankPlus products and services.

The role requires maintaining privacy, assisting with information on products, cross-selling, and supporting training and team initiatives while handling higher-risk inquiries with experienced judgment.

Qualifications

• College education preferred.
• 2+ years of banking experience preferred.
• 3+ years of similar or related experience in Customer Service, Public Relations, or Communications.
• Schedule flexibility to cover all shifts.
• General computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook.
• Excellent verbal and written communication skills.
• Extensive reading, comprehension, and problem-solving skills.
• Work outside of regular business hours, as deemed necessary.
• Ability to make difficult decisions and handle multiple tasks with daily deadlines.

Responsibilities

• Protect customer and account information by following privacy policies and bank policies/procedures.
• Provide information and assistance on all BankPlus products and services, including fee schedule, CallPlus, e-BankPlus, CheckCards, branch information, i.e. location, hours.
• Sell and cross-sell BankPlus products and services to new and existing customers.
• Close lost or stolen CheckCards, request PIN mailers and handle telephone transfers, stop payments, check reorders, etc. for customers.
• Provide floor assistance and back up Customer Experience Supervisors.
• Assist with the department training program.
• Correspond with customers via [e-mail] e-mails, web chats, and myTTY service for hearing impaired customers.
• Responsible for customer call backs and research.
• Provide information on advertised promotions and sponsorships bank wide.
• Attend and participate in team meetings.
• Handle other projects as scheduled and initial the project log.
• Serve as mentor for new CSC team members.
• Responsible for handling advanced customer inquiry types, which are often associated with a higher financial risk to the bank and require additional call center agent experience and training.
• Perform other duties as assigned.
• Participate in the bank’s High-Performance Rewards Connections Program.
• Make referrals to Mortgage Center and Wealth Management.
• Maintain a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Complete required compliance training and adhere to the Bank’s standard of conduct.

Skills

Verbal communication

Written communication

Problem solving

Multitasking

Education

College education preferred

Tools

Excel

Word

Outlook

Microsoft Office Suite

Job description

General Position Scope:

The Customer Experience Specialist III is responsible for being on-time, professional, knowledgeable, and courteous. Additionally, the specialist is responsible for providing excellent customer service to internal and external customers on all BankPlus products and services.

Duties and Responsibilities:

• Protect customer and account information by following privacy policies and bank policies/procedures.
• Provide information and assistance on all BankPlus products and services, including fee schedule, CallPlus, e-BankPlus, CheckCards, branch information, i.e. location, hours.
• Sell and cross-sell BankPlus products and services to new and existing customers.
• Close lost or stolen CheckCards, request PIN mailers and handle telephone transfers, stop payments, check reorders, etc. for customers.
• Provide floor assistance and back up Customer Experience Supervisors.
• Assist with the department training program.
• Correspond with customers via [e-mail] e-mails, web chats, and myTTY service for hearing impaired customers.
• Responsible for customer call backs and research.
• Provide information on advertised promotions and sponsorships bank wide.
• Attend and participate in team meetings.
• Handle other projects as scheduled and initial the project log.
• Serve as mentor for new CSC team members.
• Responsible for handling advanced customer inquiry types, which are often associated with a higher financial risk to the bank and require additional call center agent experience and training.
• Perform other duties as assigned.
• Participate in the bank’s High-Performance Rewards Connections Program.
• Make referrals to Mortgage Center and Wealth Management.
• Maintain a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Complete required compliance training and adhere to the Bank’s standard of conduct.

Position Requirements:

• College education preferred.
• 2+ years of banking experience preferred.
• 3+ years of similar or related experience in Customer Service, Public Relations, or Communications.
• Schedule flexibility to cover all shifts.
• General computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook.
• Excellent verbal and written communication skills.
• Extensive reading, comprehension, and problem-solving skills.
• Work outside of regular business hours, as deemed necessary.
• Ability to make difficult decisions and handle multiple tasks with daily deadlines.