Customer Experience Specialist - Ridgeland, MS

Colonial Group; Ridgeland (MS); On-site; USD 32,000 - 45,000; Full time

Job summary

BankPlus seeks a Customer Experience Specialist in Ridgeland, MS to deliver courteous, accurate service on all BankPlus products while safeguarding customer information and complying with privacy and bank policies.

You will assist customers via calls, emails, and chats, answer product questions, and identify cross-sell opportunities. Strong communication, basic computer skills, and teamwork are essential for success.

Qualifications

• College education preferred.
• Banking experience preferred.
• 1 year of related experience in Customer Service, Public Relations or Communications.
• Proficiency with Microsoft Office, especially Excel, Word, and Outlook.

Responsibilities

• Protect customer and account information by following privacy policies.
• Provide information and assistance on BankPlus products and services.
• 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.
• Correspond with customers via e-mails, web chats, and myTTY service.
• Responsible for customer call backs and research.
• Provide information on advertised promotions and sponsorships bank wide.
• Attend and participate in team meetings.
• Perform other duties as assigned.
• Participate in the bank’s High-Performance Rewards Connections Program.
• Make referrals to Mortgage Center and Wealth Management.
• Maintain knowledge of Bank products, services, policies, procedures, and regulatory issues; complete required compliance training.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Education

College education preferred

Banking experience preferred

Tools

Microsoft Office Suite

Excel

Word

Outlook

Typing

Job description

General Position Scope:

The Customer Experience Specialist 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.
• 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.
• 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.
• Banking experience preferred.
• 1 year of similar or related experience in Customer Service, Public Relations or Communications.
• 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.
• Schedule flexibility to cover all shifts required.
• Shifts are determined based on business needs.
• Work outside of regular business hours, as deemed necessary.
• Ability to make difficult decisions and handle multiple tasks with daily deadline.