Multi-Channel Customer Experience Agent

Position Goals

• Deliver a consistent, personalized, omni-channel customer experience that supports customer satisfaction, retention, and service excellence. 

• Resolve routine to moderately complex customer inquiries efficiently while maintaining ownership through follow-up or appropriate escalation. 

• Support customer access to digital banking, debit card services, treasury management tools, and other banking solutions with accuracy and professionalism. 

• Protect customer information and reduce operational risk by following identity verification, fraud prevention, and banking compliance requirements. 

• Contribute to Customer Care Center performance by meeting service metrics, documenting interactions accurately, identifying recurring issues, and supporting continuous improvement. 

Key Responsibilities

Customer Experience and Inquiry Resolution 

• Serve as an initial point of contact for customers across phone and digital platforms, providing a cohesive and responsive service experience. 

• Resolve routine to moderately complex customer inquiries on first contact whenever possible and escalate issues when needed while maintaining ownership and follow-up. 

• Track recurring customer issues to help reduce customer friction and improve service delivery. 

• Maintain knowledge of bank products, services, and promotions to support customer needs and identify relevant offers during interactions. 

Digital Banking and Multi-Channel Support

• Assist customers with mobile banking, online banking, live chat, secure messaging, email, Banno Conversations, and other digital contact channels. 

• Identify and resolve login issues, transaction errors, and other digital access concerns. 

• Provide entry-level treasury management support for business online banking, including ACH, wires, and other cash management services for commercial clients. 

• Alternate between live chat, digital contact processing, and call support as assigned to meet departmental and customer demand.

Risk Management and Compliance

• Perform identity verification and adhere to security protocols to protect customer information.

• Monitor, identify, and escalate potential fraud or suspicious activity in accordance with policies and regulations.

Debit Card, Fraud, and Security Support

• Support debit card activations, replacements, and PIN resets in accordance with established security protocols. 

• Investigate and report disputes, unauthorized transactions, and fraud claims. 

• Follow identity verification protocols to protect customer data and help prevent fraud. 

• Monitor for suspicious activity and support compliance with internal policies and banking regulations. 

Team Collaboration and Continuous Improvement 

• Work closely with team members and leadership to achieve individual and team performance goals. 

• Participate in training and team sessions to support continuous improvement. 

• Identify operational gaps and collaborate with Customer Care Center leadership to support the availability of appropriate tools, resources, and documented procedures. 

• Collaborate with internal teams to resolve complex card-related, customer service, or operational issues. 

Operational Performance and Documentation 

• Accurately document customer interactions and outcomes in the CRM system. 

• Support monthly contact center KPI metrics, including first call resolution, quality assurance, and schedule adherence. 

• Follow assigned schedules, including rotating shifts, weekends, holidays, and after-hours support as required. 

• Perform additional duties as needed to support Customer Care Center operations. 

• High school diploma or equivalent required. 

• Four years of experience servicing customers through Customer Care Center queues in a banking or financial services environment required. 

• Strong customer service skills with experience using care center operations, systems, and tools. 

• Proficiency in Microsoft Office and comfort using multiple computer applications and CRM systems. 

• Strong written communication and problem-solving skills. 

• Highly organized and detail-oriented, with the ability to multitask in a fast-paced environment. 

• Collaborative and analytical approach with a focus on continuous improvement and customer satisfaction. 

• Ability to navigate multiple banking systems simultaneously. 

• Strong technical aptitude with the ability to understand complex processes and procedures.