Guest Experience Specialist — Banking & Community Impact

Bank-First; Manitowoc (WI); On-site; USD 36,000 - 48,000; Full time

Job summary

Bank First in Manitowoc, WI is seeking a Guest Services Specialist to provide expert customer service via the main reception line and online banking channels. You will assist with account setup, password resets, fraud monitoring, and cross-sell opportunities while collaborating with fraud teams and partners to safeguard customers.

The role requires strong communication, organizational and problem-solving skills, and a customer-centric approach.

Qualifications

• Associate degree in business or accounting is preferred.
• Thorough knowledge of bank products and services.
• Proficient with Word, Excel and various databases.
• Strong verbal and written communication skills.

Responsibilities

• Answer the main reception line and direct calls per customer request.
• Assist customers with online banking setup, password resets and troubleshooting.
• Monitor online banking fraud reports and alert frontline when needed.
• Coordinate with frontline and fraud teams to restrict accounts during investigations.
• Process address-change requests in Partner Care to keep contact data current.
• Serve as customer service expert for a wide range of requests.
• Forward emails from Info Box to appropriate departments.
• Review customer relationships during contacts to ensure correct products/services and identify cross-sell opportunities.
• Sort mail and add postage to outgoing mail as applicable.
• Follow procedures, share knowledge, and seek efficiencies in tasks.
• Support other Deposit Ops teams and special projects as needed.

Skills

Customer service

Communication

Analytical

Problem solving

Interpersonal skills

Organizational skills

Ethics

Self-management

Education

Associate degree in business or accounting

Tools

Word

Excel

Databases

Job description

Bank First in Manitowoc, WI is seeking a Guest Services Specialist to provide expert customer service via the main reception line and online banking channels. You will assist with account setup, password resets, fraud monitoring, and cross-sell opportunities while collaborating with fraud teams and partners to safeguard customers.

The role requires strong communication, organizational and problem-solving skills, and a customer-centric approach.