The posting
Customer Engagement Center Specialist Objectives of this Role
Service customers via phone, virtually and ITM(s) (Interactive Teller Machine) to provide accurate/satisfactory answers to their questions and concerns by actively listening and problem solving. Create an exceptional customer experience with every interaction. Build customer awareness of bank products and services and identify opportunities to offer additional solutions. Process and respond to customer requests and correspondence received via various online channels. De-escalate situations involving dissatisfied customers.
Essential Functions
Deliver exceptional customer experiences through prompt, empathetic, and knowledgeable service Build strong, trust-based relationships with customers across various service interactions Educate customers on digital tools such as mobile banking, online account opening, e-statements, and electronic payments Handle inbound inquiries related to accounts, transactions, fraud concerns, or general banking needs Initiate outbound calls for digital onboarding, service follow-ups, and customer relationship deepening Meet or exceed performance goals related to service quality, resolution time, and client satisfaction Collaborate with departments to ensure timely and accurate resolution of service requests Participate in ongoing training and development, including cross-training on ITMs (Interactive Teller Machines) and digital product support Maintain compliance with bank policies, procedures, and applicable regulations Contribute ideas to improve customer journeys and CEC operations Service Digital and Traditional branch customers via phone, Banno Conversation, email and ITM. Demonstrate active listening, problem solving, empathy and sales skills while handling incoming phone calls from customers. Assist Digital and Traditional branch customers with online account opening and maintenance. Serve as Video Teller in support of our ITM fleet. Support Digital Branch/Bank's day to day operations. Handle/Conduct various fraud prevention activities. Build awareness of products and services, and identify customer needs to capitalize on referral opportunities. Think and act independently and demonstrate the ability to work individually as well as a member of a team. Prioritize duties, work under time constraints, handle multiple tasks, and work independently while remaining flexible to changing priorities and assignments. Meet and exceed bank service and telephone standards to provide excellent customer service. Participate in various outbound calling activities. Follow through on daily, weekly, and monthly tasks as part of a team Follow policies and procedures, maintain accuracy
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities are as required and may change at any time with or without notice. Competencies
Customer Centric Focus Effective Time Manage Skills and Ability to Prioritize and Change Direction as Needed Strong Communication Skills Ability to Work Remotely, and Independently Drive to Achieve Goals and Results Commitment to Diversity and Inclusion Act with Integrity Ability to Collaborate and Work with a Team
Skills and Qualifications
1+ years of experience in personal banking, financial services, and customer service Exceptional communication skills—verbal and written—with the ability to connect with diverse audiences Strong relationship-building mindset with a focus on customer trust and loyalty Goal-oriented and motivated by achieving measurable results Proficient with digital tools and comfortable guiding others through technology Ability to multitask in a fast-paced, customer-centric environment High school diploma or equivalent required; associate’s or bachelor’s degree preferred Experience supporting digital banking platforms or fintech products preferred Bilingual in English and Spanish preferred Familiarity with CRM, digital onboarding, or core banking systems preferred
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This is a largely sedentary role but physical mobility and dexterity to transport files and operate general office equipment (fax, copier, telephone) as necessary is required. This role is 100% remote. Dedicated workspace within the home, with high-speed internet, is a requirement.
