Banking Specialist, Customer Experience

Position Summary: 

This position combines the responsibilities of a lobby-focused Universal Banker with the expertise of an Operations Specialist. The ideal candidate will possess a strong understanding of overall banking operations, have exceptional customer service skills, and possess the ability to thrive in a fast-paced environment. This hybrid role combines the essential elements of customer service and operational efficiency, empowering you to make a positive impact on both customer satisfaction and the overall success of the bank. 

Responsibilities: 

Customer Service Excellence: 

• Provide a world-class customer experience by handling inquiries, resolving issues, and addressing concerns promptly and professionally. 
• Act as a trusted advisor for customers offering guidance on banking products, services and procedures. 
• Be adaptable to helping customers regardless of the banking channel chosen; in-person, telephonic, chat, text, emails or whatever the next technology the customer demands we communicate with. This could require work being performed out of any MN branch locations. 

Transaction Processing: 

• Execute a variety of banking transactions accurately and efficiently, including deposits, withdrawals, transfers and loan payments. 
• Ensure compliance with regulatory requirements and internal policies while processing transactions. 

Account Management: 

• Assist customers with opening and closing accounts, updating account information, and managing account inquiries. 
• Proactively identify opportunities to cross-sell banking products and services to help customers find a solution for their financial pains. 

Specialized Knowledge in one or more of the following areas: 

Deposit Operations: 

• Performing tasks for deposit products and services including but not limited to: Demand Deposit Accounts, Savings Products, Certificates of Deposit, Digital Banking, Treasury Management services and Quality Assurance tasks to ensure accuracy, quality and compliance of the Team’s work. 

Loan Operations: 

• Performing tasks for loan products and services including but not limited to; creating loan documents, filing proper collateralization instruments, ordering third-party reports, booking loans, addressing servicing concerns, updating workflow status pre- and post-closing in our systems and Quality Assurance tasks to ensure accuracy, quality and compliance of the Team’s work 

Cross-functional Collaboration: 

• Collaborate with other departments such as sales, marketing, and compliance to ensure seamless customer experiences and compliance with regulations. 
• Liaise with back-office teams to address operational challenges and streamline processes for improved efficiency. 
• Participate in training sessions and knowledge sharing activities to stay updated on product offerings, policies, and procedures. 

Technology Utilization: 

• Utilize banking software and digital platforms effectively to process transactions, access customer information, and provide online support. 
• Educate customers on digital banking tools and encourage adoption to enhance their banking experience. 

Secondary Duties & Responsibilities: 

• Participates in all required training. 
• Responsible for security as it applies to this position. 
• Responsible for compliance with banking regulations. 
• Deals professionally with all internal and external customers. 

Bank Standards:

• Mission – Helping People Succeed Financially
• Ethics – We always do the right thing at work and in our personal lives.
• Solution – We bring solutions to challenges and are always looking for ways to be better.
• Ownership – We are accountable in our roles and accept responsibility for our mistakes.
• Positivity – We bring positive energy and enthusiasm to everything we do.

Disclaimer: 

The statements contained in this job description describe the general nature and level of work being performed by the person accepting this role. “Secondary Duties and Responsibilities” are considered incidental or secondary to the overall purpose of the job. This job description does not state or imply the only duties and responsibilities assigned to this job. Employees holding this job will be required to perform any other job-related duties requested by management. All job requirements are subject to possible modification to reasonably accommodate individuals with a disability. 

Qualifications: 

• Associate’s or Bachelor’s degree in Finance, Business Administration, or related field preferred. 
• Prior experience in banking, customer service, or a related field is advantageous. 
• Strong interpersonal skills with the ability to empathize and communicate effectively with diverse customers. 
• Detail-oriented with excellent organizational and time management abilities. 
• Proficiency in using banking software, Microsoft Office Suite, and digital communication tools. 
• Knowledge of banking regulations and compliance standards. 
• A passion for delivering exceptional customer experiences.