Customer Experience Specialist

Summary Description nbkc isn't your average bank. We take your traditional financial institution and make it better.

We are currently looking for a Customer Experience Specialist to join our Customer Experience team. The Customer Experience Specialist role is an entry-level position into our Customer Experience (CX) team. Our CX team is the first line of defense for all our banking customers.

CX provides amazing customer service via phone, email, and chat. This position will work Flex (a combination of both in the office and at home). Shift schedule is M-F from 9:30am to 6:15pm, and one Saturday a month from 9am-1pm. Interested in learning more?

Check out the details below. What you'll do Answer and direct all incoming phone calls. Calls may consist of topics regarding basic balance inquiry questions, reordering checks for customers, CD rate inquiries, basic products and accounts offered, basic debit card questions, online application status, holds, and basic online banking questions.

Assist customers with inquiries and/or problem resolution in a professional and composed manner utilizing the Bank's customer service standards with both internal and external customers. Verifies appropriate and required customer information prior to releasing bank account data Use computerized systems for customer authentication, information gathering/validation and processing business as usual, as well as exception transactions. Works independently and utilizes effective problem-solving skills to resolve issues; effectively uses position authority and knowledge of operating and security procedures in order to make on-the-spot decisions including exceptions, adjustments, and overrides.

Communicates potential issues and solutions related to payments risk in the digital banking environment. Possess ability to perform within a complex, multi-functional technical environment. Actively identifies customer's current and future financial needs.

Ensures all bank policies and procedures are followed for all duties of the position Researches and resolves problems and responds to customer inquiries. Must possess superior problem-solving skills. Ability to assess risk, exercise discretion and handle sensitive and confidential issues.

Follows all applicable laws and regulations. Performs other duties and projects as assigned. What you'll bring High School Degree or equivalent At least 1 year of combined relevant experience in banking, customer service and/or contact center experience Excellent Customer Services skills Must be a team player who can work with a team of individuals to perform a variety of tasks, working toward common team and bank goals Knowledge of retail products/services and bank regulations, and compliance preferred Strong knowledge of Microsoft Office applications Bonus Points Ability to identify customer needs Possess ability to perform within a complex, multi-functional technical environment Superior problem-solving skills Experience working in a hybrid or remote environment Strong number orientation and accuracy with detail orientation Our Hiring Process After we review your application and feel you're a potential fit we will reach out with next steps.

We work hard to meet our candidates on their time- sometimes that's a phone screen, video interview, or even a cup of coffee before meeting our team. We are committed to keeping you updated along the way. What you'll love about us:

Benefits & Perks: Choose from one of our multiple comprehensive health care plans that best suits you and your family where you are in life right now. (HSA, FSA, PPO - we got you covered) Enjoy 4 weeks of paid time off, 11 paid holidays, Birthday PTO, and 8 paid volunteer hours per year Save more for your future with our 401k retirement savings plan with a generous match and immediate vesting from nbkc. Now that's a sweet deal Spend time bonding with your family with paid parental leave options Care for your whole person with access to our EAP and behavioral health advocates Take advantage of our wellness programs which include a wellness reimbursement account and an on-site gym facility.

Flexible work options to allow you to do your job and live your life (Work-Life Integration for the win) Enjoy anniversary awards for your 3- and 5-year anniversaries (That's serious cash money towards your retirement account, student loan refinancing or your HSA). Take a 4-week paid sabbatical for your 10-, 18-, and 25-year anniversaries About nbkc: nbkc isn't your average bank. We take your traditional financial institution and make it better.

We know what we offer our customers is only as good as the people behind the scenes who keep it going.

That's why we make sure you're supported and encouraged along the way. You'll work with some awesome, intelligent, and diverse people in a fun and forward-thinking environment and accomplish plenty of things you'll wanna brag about. nbkc is deeply committed to diversity, equality, and inclusion in all its practices, especially when it comes to growing our teams. We aim to build a company whose culture promotes inclusion and embraces how rewarding it is to work with employees from all walks of life. nbkc has been proud to be recognized as one of Kansas City's Best Places to Work for 5 years by the Kansas City Business Journal. We're pretty proud to work here and we know you will be too Join us to find out nbkc bank is an Equal Opportunity-Affirmative Action Employer - Minority/Female / Disability / Veteran / Gender Identity / Sexual Orientation LI-hybrid