Guest Services Specialist

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

Why Work at Bank FirstAt Bank First, we’re not just a bank—we’re a community. Consistently ranked among the top-performing banks in the U.S. and Wisconsin, and recognized by American Banker as one of the “Best Banks to Work For”. We combine professional excellence with a culture that truly values people. When you join Bank First, you’re joining a team that invests in your growth, supports your well-being, and celebrates your contributions.Why You’ll Love Working HereImagine a workplace where:Your career growth is supported through training, mentoring, and advancement opportunitiesFlexibility allows you to balance work and life without compromiseYour contributions directly impact guests and communities you care aboutYou’re part of a culture built on respect, collaboration, and empowermentAt Bank First, you don’t just fill a role—you make a difference. Every interaction matters, and every team member helps shape the experience our guests love.About the Role: Guest Services SpecialistThis position is responsible for answering the main reception line and electronic banking phone lines to provide expert customer service and informational needs to customers, while focusing on the GUEST experience.Key ResponsibilitiesAnswer the main reception line and direct calls according to the customer’s request.Assist customers with online banking support, including initial set up, password resets, and troubleshooting.Monitor reports for potential online banking fraud attempts and send out emails to the frontline when further investigation is needed.Work closely with the frontline and fraud teams to shut down or restrict online banking accounts during fraud investigations.Process address change requests from customers within Partner Care to help maintain accurate customer contact information.Act as a customer service expert to assist customers with a wide variety of requests.Forward incoming emails sent to the Info Box to the appropriate departments within the bank for further review.During customer contact, review the customer’s relationship to ensure they have the correct products and services to meet their needs. Identify any cross-sell opportunities that may be a benefit to the customer.Sort incoming mail. Add postage to outgoing. (If home office is 8th Street)Follow procedures and share knowledge with others.Look for efficiencies in all tasks completed.Accept and provide assistance for special projects as needed.Provide assistance to other Deposit Ops teams as needed.#INDBFWhat We’re Looking ForAssociates degree in business or accounting and banking experience preferred.A thorough knowledge of bank products and servicesProficient use of computers, spreadsheets and various database systems. Strong Word and Excel knowledgeKnowledge or ability to learn applicable banking and/or regulatory policies and proceduresEffective verbal and written communication skillsStrong interpersonal skillsExcellent organizational skillsProven analytical and customer service skillsEffective problem solving and decision making skillsAbility to handle self professionallyStrong ethical focusAbout Bank FirstHeadquartered in Manitowoc, Wisconsin, Bank First serves communities across Wisconsin and the Illinois Stateline region. Our growth is built on relationship-based banking—getting to know our guests personally and helping them create lasting value.Our Culture & VisionWe foster curiosity, creativity, and responsiveness while embracing individual differences. Employees are empowered with tools to succeed and supported in their careers. Our vision is to remain the top-performing, independent provider of financial services, delivering personalized solutions and value to guests and communities alike.Our ValuesRelationship Based | Community Focused | Innovative Solutions | Value DrivenJoin Bank First and build a career where your contributions matter, your growth is supported, and your work makes a difference every single day.