Customer Experience Specialist at nbkc bank

We are currently looking for a Senior Customer Experience Specialist to join our Customer Experience team. This position will work @Flex (a combination of both in the office and at home). Check out more details below.

*This position will be for the 9am-6pm (M-F) shift and based out of our Ward Parkway location.*

Interested in learning more? Check out more details below. 

What you’ll do

• Handle and route all incoming phone calls. These calls may include, but are not limited to, topics regarding balance inquiry questions, ordering of checks, taking wire requests, interest rate questions, information about products and services offered, debit card questions, online application status updates, hold inquiries, and online banking and bill payment questions.
• Handle customer interactions through chat, providing timely and accurate responses. Utilize professional written communication to ensure customer experience. 
• Provide professional and composed assistance to customers with inquiries or problem resolution, adhering to the bank’s customer service standards for both internal and external customers.
• Verify appropriate and required customer information prior to releasing any information or account data.
• Utilize computerized systems for customer authentication, information gathering and validation, and processing routine as well as exception transactions.
• Work independently and employ effective problem-solving skills to resolve issues, utilizing position authority and knowledge of operating and security procedures to make immediate decisions including exceptions, adjustments, and overrides. 
• Communicate potential issues and solutions related to payment risk in the digital banking environment.
• Capable of performing effectively in a complex, multi-functional technical environment.
• Proactively identify customer’s current and future financial needs.  Recognize and refer cross-sell opportunities that strengthen client-bank relationships and ensure operational integrity during customer interactions. Ensures all bank policies and procedures are followed for all duties of the position.
• Capable of assessing risk, exercising discretion, and handling sensitive and confidential information.
• Ensure all bank policies and procedures are followed in all duties of the position.
• Follows all applicable laws and regulations.        
• Performs other duties and projects as assigned.

What you’ll bring

• High School Degree or GED required
• Qualified candidates will have at least 2 years 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 and work 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:

• 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!) 
• 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! 
• Enjoy 4 weeks of paid time off, 12 paid holidays, and 8 paid volunteer hours per year
• Spend time bonding with your family with paid parental leave options
• Take advantage of our awesome wellness programs which includes our wellness@nbkc account and our on-site gym facilities

Working here:

• 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                                                                                                                

Great company culture: 

We were recognized as THE best place to work in 2021 by the Kansas City Business Journal and have ranked in the top three every year since 2017! We also won a Glassdoor Top-Rated CEO Award, are Health KC Platinum certified, and were nominated as one of KCBJ’s coolest office spaces in town. 

Our customers love us too. We know that our 5-star reviews are a direct result of our employees feeling supported, valued, and invested in everything they do at nbkc.

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

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