Customer Experience Associate

JOB_REQUIREMENTS

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POSITION SUMMARY:

As a Customer Experience Associate, you’ll serve as a frontline ambassador of the bank, delivering exceptional service while accurately processing financial transactions. You’ll foster trust and satisfaction by assisting clients with their banking needs, promoting products and services, and ensuring operational excellence.

ESSENTIAL FUNCTIONS and DUTIES

Process deposits, withdrawals, check cashing, and loan payments with accuracy and efficiency
Handle cashier’s checks, money orders, certified checks, credit card payments, and cash advances
Provide access to safe deposit boxes (if available) and assist with related documentation
Balance cash drawer and ATM as needed; maintain control and security of cash
Open and record night deposit bags; prepare currency orders
Greet and assist lobby customers, directing them appropriately
Deliver prompt, courteous, and solution-oriented service to all customers
Proactively resolve customer concerns and escalate complex issues as needed
Answer incoming calls and provide support in alignment with Customer Service Standards
Assist customers with account reconciliation and check orders
Identify and report potential fraud or suspicious activity
Complete Currency Transaction Reports (CTRs) and maintain the Monetary Instruments Log
Ensure adherence to all bank policies, procedures, and regulatory requirements
Use procedural manual as a daily resource
Advise customers on bank products and services; identify cross-sell opportunities
Support marketing initiatives and participate in community events to enhance visibility and business development
Recommend process enhancements to improve efficiency, accuracy, or customer experience
Take initiative in learning new systems, procedures, and service strategies
Assume additional responsibilities as assigned by leadership
Other duties as assigned

REQUIRED SKILLS and ABILITIES:

Exceptional customer service skills
Strong verbal and written communication
High attention to detail and accuracy
Ability to multitask and prioritize in a fast-paced environment
Team-oriented with the ability to work independently
Commitment to confidentiality and ethical standards
Strong keyboarding, PC, and telephone skills
Valid driver’s license with a clean driving record

REQUIRED EDUCATION and EXPERIENCE:

High school diploma or equivalent
Prior experience in a customer-facing banking role desired
Previous cash handling and customer service experience preferred

TRAVEL REQUIREMENTS:

As needed for coverage at other branches.

PHYSICAL REQUIREMENTS: (update as needed)

Prolonged periods of sitting: Ability to remain seated for extended periods while performing computer-related tasks.
Manual dexterity: Proficiency in handling and manipulating objects, including typing and using office equipment such as printers, scanners, and fax machines.
Visual acuity: Ability to read and interpret data on computer screens and paper documents.
Hearing: Capability to hear and respond to telephone calls, office sounds, and discussions with colleagues.
Basic physical tasks: Ability to perform occasional lifting, such as moving office supplies or documents, typically weighing up to 50 pounds.
Mobility: Ability to move around the office to attend meetings, retrieve documents, or collaborate with colleagues.

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