Customer Experience Specialist

Customer Experience Specialist - Full Time (40 Hrs/Wk)
Location: 200 South Suffolk Street, Ironwood, MI, 49938, United States
Employee Type: FT Regular Non-Exempt Name: brittney bierman
Email:  About the Bank

We know what you're thinking. "What kind of name is Incredible Bank?" Well, we're glad you asked. With a name like Incredible Bank, 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 Incredible Bank, we're all about ICE. What's ICE? ICE stands for Incredible Customer Experience

TM, 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.

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 Trusts. Understands and explains legal documents needing to be produced by the customer.
• Opens and conducts maintenance on business accounts with minimal account exceptions while serving as subject matter expert. Maintains an advanced understanding of business and banking documents as they pertain to all consumer and business accounts.
• Requests legal documentation following customer requirements for account opening, closing, and maintenance, which may include paperwork regarding By-Laws, Operating Agreements, and Proof of Employer Identification Number (EIN).
• Advises on and accepts consumer loan applications which may include reviewing and gathering information to send to Central Loan Processing. May assist with closing the loan, processing paperwork, and/or following up with the customer as needed.
• Actively builds relationships and promotes banking products with customers. Builds a qualified referral pipeline to business line partners while maintaining a sales mentality. Navigates retail sales by observing and listening to the customer's needs and matching them with bank products, resulting in quality referrals.

This is a regular full-time, hourly non-exempt position, averaging approximately 40…