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Customer Experience Specialist

INCREDIBLEBANK • Iron Mountain, MI • 2w ago

IncredibleBank

TITLE Customer Experience Specialist

CATEGORY Community Banking

DESCRIPTION

We know what you're thinking. "What kind of name is IncredibleBank?"

Well, we're glad you asked.

With a name like IncredibleBank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.

At IncredibleBank, we're all about ICE. What's ICE? ICE stands for Incredible Customer ExperienceTM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking. Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.

So - how can you help us live up to our name?

About the Role

We are eager to discuss the prospect of you joining our team as our next incredible team member!

This position allows you to partner with other team members and key stakeholders to provide Incredible Customer Experiences of your own! Duties and responsibilities may include:

Proactively greeting customers at the door, establishing a foundation for a positive interaction. Acting as a customer ambassador for the bank and providing a high-quality customer experience worthy of our brand.

Will build and maintain relationships across various products while demonstrating advanced knowledge of consumer and business/central housed accounts, cash management products, personal and business lines of credit, Deposit/Lending Niches, or Digital Branch Support.

Utilizing banking software and systems to assist customers with their banking needs in branch, to include processing customer transactions such as deposits, loan payments, withdrawals, etc.

Verifying all check and deposit amounts are accurate. Following all endorsement procedures and verifying that appropriate information is collected (such as signatures) in support of the transaction. Ensuring all items are negotiable before processing the transaction.

Accepts deposits from specialty business customers, including SBA, Motorcoach, Floor Plan, Boat etc.; and understands and adheres to loan/deposit policy guidelines regarding business banking.

Maintains knowledge of ITM technology to provide customer service through uses of ITM machines. Guides and assists customers with their banking needs from a remote location.

Maintaining cash levels within your drawer with minimal errors or variances in accordance with company policy.

Completing debit card maintenance and reorders as it pertains to lost cards and fraud.

Utilizes organization's customer relationship management software (Synapsys) to enter and log all sales activities.

Understanding and effectively demonstrating the use of mobile app technology to assist customers with their digital banking needs, to include enrolling in e-statements, completing mobile deposits, and scheduling transfers.

Obtains private customer information and signatures for the purpose of opening consumer accounts, which may include deposit accounts, CDs, IRAs, Trusts, Estates, etc. in compliance with bank procedure and with minimal exceptions.

Conducts maintenance on accounts for qualifying life events to include updating beneficiaries, adding/removing joint account owners, etc.

Requests legal documentation following customer requirements for account opening, closing, and maintenance, which may include paperwork regarding Power of Attorney, Guardianship, and Tr

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