Customer Experience Specialist I

Job Description - Customer Experience Specialist I (075831) Your Future Starts Here! Customer Experience Specialist I - 075831 Description Take the next step toward your new career today! Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. WoodforestNationalBankis privatelyowned,and ourEmployeeStockOwnershipPlan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country! The Customer Experience Specialist I - is responsible for delivering our vision and building relationships with our customers in a call center environment. This position requires you to demonstrate leadership skills and genuine interest in contributing to the Woodforest culture and supporting the customers to achieve their financial goals while maintaining the trust of our customers and communities. Key Responsibilities: Manage customer relationships in an inbound/outbound call center and work in a fast-paced environment that requires accuracy, use of critical thinking while multi-tasking, toggling between multiple systems and reaching resolutions in an efficient manner. Will be required to meet and/or exceed minimum performance standards and will be measured with incentive opportunities across multiple operational thresholds. Provides timely and accurate customer service support such as processing service requests and account updates, resolving issues, and providing information regarding banking products, policies, online services, and customer accounts. Actively identifies appropriate opportunities to market additional bank products and effectively cross sell products to meet the customer needs. Will be required to read frequent updates and learning material; and must be able to implement immediately into calls with accuracy. Demonstrate flexibility to perform every other duty as assigned. Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality. Ability to learn multiple banking systems, including Microsoft Word and Outlook. Knowledge of/or ability to quickly learn banking and lending products, services, policies, procedures, regulatory guidelines, as well as engaging in a sales and service process. Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures, and guidelines. Excellent organizational skills with the ability to prioritize workload and multi-task in a fast-paced environment while maintaining accuracy and attention to detail. Demonstrated ability to maintain composure and convey a positive attitude while interacting with customers and internal team members. Outstanding listening and communications skills, both written and verbal. Customer service orientation with effective problem-solving abilities. Ability to meet or exceed business goals and objectives, while fostering a team atmosphere Comfortable receiving ongoing performance feedback and coaching. Qualifications Minimum Qualifications/Experience 1+ years’ Customer Service experience required. 1+ years’ experience in a professional call center environment preferred. 1+ years’ experience in a financial services environment preferred. Formal Education & Certification High school diploma or equivalent. Work Status Full-Time. Supervisory Responsibility None. Travel 5-10% - Negligible amount of travel expected. Working Conditions Professional call center environment with extensive use of telephone and personal computer. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc. Disclaimer This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Woodforest is an Equal Opportunity Employer, including Disability and Veterans. Job Operations Primary Location Texas-The Woodlands Schedule Full-time Work Locations TX - Operations Center-0100 25231 Grogans Mill Rd The Woodlands 77380 Unposting Date Ongoing Organization Texas - Houston Strong Culture built on our Core Values: Integrity, Ownership, Service and Community. It’s not just talk. We walk the walk, from the CEO to front-line employees. Be an Owner and take control of your future with our Employee Stock Ownership Plan (ESOP), where your hard work translates into real ownership and an opportunity to share in the growth of Woodforest. 401(k) Company Match in ESOP Woodforest adds 50₵ for each $1 you save (up to 6% eligible pay). The match is made in Woodforest stock held in your ESOP account. Opportunities for Long-Term Growth Take advantage of growth opportunities and professional development to advance in your career. Banking Products & Services providing convenience, financial savings, and enhanced support to help you achieve your financial goals. Competitive Base Pay and regular compensation reviews to ensure you continue to earn competitive pay. Paid Time Away Branch Banking employees are offered PTO. Corporate employees are offered paid vacation and sick time. Medical Coverage 12 comprehensive plans available at an affordable cost! Short and Long-Term Disability & Life, AD&D Insurance 100% paid for by Woodforest plus other benefits available that will help ensure you and your family are confident and well-prepared for whatever comes your way. Well-being Program (Employee Assistance Program) that helps you take care of your physical, mental, and financial health. Resource Champions are available to connect you to comprehensive services including expert banking, wealth planning, ESOP, health & wellness programs, impactful community involvement & financial literacy education. This information highlights our rewards and benefits but is not a complete description of our total rewards program. Woodforest reserves the right to modify, amend, suspend, or terminate any reward or benefit at any time for any reason. If there is a conflict between the information and the actual plan documents or policies, the documents or policies will always govern. The information should in no way be construed as a promise or guarantee of employment. Woodforest National Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state, or local laws. Woodforest National Bank services customers across Alabama, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Maryland, Mississippi, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Texas, Virginia and West Virginia. #J-18808-Ljbffr Woodforest National Bank