Customer Experience Specialist

Job Description

SUMMARY

This position is primarily responsible for ensuring a positive experience for customers and visitors of the Branch, making sure that all the optimal elements and policies that make up the service values of our financial group branding in the branch are functioning and implemented. In addition, is primarily responsible for being the first point of contact for customers in the bank via phone calls and in person and for assisting general operational and business activities of the Branch as assigned.

ESSENTIAL FUNCTIONS

Responsibilities include the following. Other duties may be assigned.

Customer Experience

Answers incoming calls and directs the caller to the appropriate associate.

Greet visitors, provide exceptional customer service and manage room accommodations.

Guides and directing clients and visitors according to the nature of their visit.

Hand cards or checkbooks to customers as required.

Take customers request for further processing.

Operational

Assist the department in special projects and/or tasks as needed.

Assist with the distribution of the daily incoming correspondence by sorting, distributing and maintaining mail log.

Ensures that all general areas reflect an optimal level of cleanliness, including floors, walls and carpets.

Ensures the proper functioning of the room’s technological equipment in order to provide a good service, report any nonfunctioning equipment to the IT department.

Mailing and Recordkeeping of checkbooks and interest checks.

Manage all the logs in the area: visitor and call logs documenting them properly for reports purposes.

Manages contingencies in the Branch; system outage, redirecting customers and visitors during any unforeseeable events.

Monitors response times and information being provided in the Branch and other departments (ensure compliance to service policies).

Responsible for handling Branch is outgoing mail and record keeping and distribution to other departments of any monetary item.

Any other task or project assigned.

Regulatory

Adhere to the bank’s BSA/AML policy and procedures

Ensure Currency Transaction Reports or Suspicious Activity Reports are accurately completed for all reportable transactions in a timely manner and submitted to the BSA Department in accordance with the BSA Program.

Obtain required information and copies of required documents for the purchase of monetary instruments in accordance with BSA Program.

Responsible for successfully completing assigned trainings.

EDUCATION & TRAINING

KNOWLEDGE & EXPERIENCE

COMPETENCIES

High School Diploma or equivalent work experience required.

Two years of banking experience and/or customer service experience.

Must be bilingual in English, Spanish. Ability to fluently speak, understand, read and write in all languages.

Basic Computer Skills.

Advanced Skills with Microsoft Office.

Mathematical Skills.

Customer/Client Focus.

Credibility.

Problem Solving/Analysis.

Teamwork Orientation.

Initiative.

Stress. Management/Composure.

Organizational Skills.

Technical Capacity.

Effective communicator.

Adaptability.

SUPERVISOR RESPONSIBILITIES

This position has no supervisory responsibilities.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand, walk, use hands to finger, handle, or feel, and reach with hands and arms. The employee is occasionally required to climb or balance, stoop, kneel and crouch. The employee must regularly lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, peripheral vision, and ability to adjust and focus.

TRAVEL

This position does not require travel.

DISCLAIMER

Equal Opportunity Employer: Helm Bank USA supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. Helm Bank USA does not discriminate against individuals on the basis of race, creed, color, gender, religion, national origin.

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks be performed as assigned.

I understand and acknowledge, in addition to the duties outlined in this job description, I am also responsible for making sure my duties are performed in full compliance with all of the Bank’s rules, and with all of the state and federal regulations to which the Bank is subject. I understand knowledge of, adherence to the Bank’s Bank Secrecy Act/Anti-Money-Laundering/OFAC Program is an important part of my job performance and will be considered a factor for job evaluations as well as promotions, and ongoing BSA/AML/OFAC training will be continuously required during my employment. I agree to address any and all questions I may have about the Bank’s BSA/AML/OFAC Program to the Bank’s BSA Department.