Position:  Customer Experience Specialist 

Reports To: SVP of Retail Sales

FLSA:   Non-Exempt 

Location:  Meridian Office with flexibility to work in other location(s) 

Position Summary 

The primary responsibility of the Customer Experience Specialist position is to greet and direct customers both in-person, by telephone, and by email within the Bank’s locations in accordance with the organization’s Mission Statement and Core Values. Additionally, this position provides clerical and administrative support to various departments within the Bank.

This role serves as a critical first point of contact and is responsible for delivering a consistent, high-quality customer experience while supporting relationship development through a service-based sales approach. The position reports to the SVP of Retail Sales.

Essential Functions: 

Customer Experience and First Impressions:

· Represent the Bank in a professional manner, maintaining a professional image, confidentiality, a positive attitude, strong attendance, punctuality, and adaptability.

· Greet and engage customers across in-person, phone, and electronic channels with a welcoming, professional demeanor.

· Deliver excellence in phone etiquette by:

o Answering calls promptly with a clear, professional greeting

o Actively listening and communicating effectively

o Ensuring accurate routing while maintaining ownership of the customer experience.

o Create a welcoming and respectful environment aligned with the Bank’s Mission and Core Values.

• Maintain      knowledge of banking products and services to identify opportunities and      support cross-sell recommendations. 
• Apply      a relationship-based service approach using the Emmerich Group 7-Step      Sales Process:
  1. Build       Rapport – Greet each customer with warmth and professionalism
  2. Ask       Questions – Use purposeful questions to understand needs and goals
  3. Identify       Needs – Listen actively to uncover opportunities
  4. Present       Solutions – Connect needs to appropriate products/services
  5. Ask       for the Business – Confidently recommend next steps
  6. Handle       Concerns – Address questions with clarity and empathy
  7. Confirm       Next Steps – Ensure follow-up or proper handoff 
• Treat      sales as a form of service, focused on building long-term customer      relationships 
• Consistently      meet or exceed performance expectations related to customer experience      measurement tools, including:
  • Mystery       shopping programs
  • Internal       quality reviews
  • Service       and communication standards

Operational & Administrative Support

• Perform      open and closing procedures, including coordinating automatic door locks 
• Provide      backup support to the teller line, including:
  • Check       orders and debit card requests
  • Change       orders and non-cash deposits
  • Loan       payments and online banking support 
  • Process       credit card payments through Clientlink
• Verify      wire transfers and perform quality control review of work from various      departments. 
• Collect,      sort, and distribute incoming mail and packages; manage returned mail logs.      
• Provide      administrative and clerical support including reporting, tracking, and      assisting lenders with customer communication.

Customer Experience Environment & Support

• Coordinate      lobby experience, including customer appreciation efforts and maintaining      a clean and welcoming environment.
• Work      in conjunction with Bank Manager to plan, organize and execute customer      and community engagement events at the office, supporting relationship      development, customer experience initiatives and bank visibility.
• Maintain      lobby seating area, reading materials, and refreshment stations.
• Oversee      supply inventory, ensuring appropriate stock levels and organization.
• Collaborate with all TRB      facilities Customer Service Reps and Office Operations Coordinator,      balancing business needs, supplies, and tasks.
• Provide      training support to new team members on communication and operational      systems as needed.

Compliance & Risk Management

• Maintain      knowledge of Bank policies, procedures, and regulatory requirements      including BSA, Patriot Act, and OFAC. 
• Ensure      confidentiality of customer and Bank information while demonstrating      integrity in all interactions.

Additional Responsibilities 

• Must be able to work at any of our Locations, while supporting the needs of both our External and Internal Customers.

• Must have the flexibility to work the open to close shift by clearing and opening the bank for employees before bank hours and/or closing the bank with the tellers at the end of the day.

• Complete required compliance and educational training annually.

• Participation in Bank Committees as Assigned or requested.

• Participate in a minimum of two Heritage Club events annually.

• Participate in two Highlander Cross Country or Track events annually.

• Participate in two other Bank sponsored community events per year.

Skills and Competencies 

• Prior Banking experience helpful.

• Minimum of one year clerical/administrative experience

• Must be able to provide courteous, personal attention to promote individual customer satisfaction and the public perception and reputation of the organization. Treats all customers with respect even in the most negative situation.

• Computer proficiency required – ability to use internet, email and Microsoft Office Word and Excel.

• Must be bondable.

• Must be able to conduct oneself in a manner that promotes trust in the individual and our organization.

• Must maintain confidentiality at all times due to the nature of information about customers and transactions.

• Work cooperatively and respectfully with all Bank Team Members.

• Self-directed – must be able to fulfill the responsibilities of the position with minimal supervision.

• Must be able to prioritize and organize responsibilities to maximize productive results.