Customer Experience Associate

Job Description

Job Description

About Company:

About Us

Founded in 1836, The Honesdale National Bank (HNB) stands as one of the area’s strongest, independent financial institutions serving Northeastern Pennsylvania and the Southern Tier counties of New York. HNB offers full-service community banking through our twelve offices in Wayne, Lackawanna, Luzerne, Pike and Susquehanna counties. The corporate headquarters of HNB’s parent company, HONAT Bancorp, Inc. (HONT: US OTC) and HNB Financial Group, our full-service investment division, are located in the HNB Corporate Center in Honesdale. The HNB Mortgage Center, located in Wilkes-Barre, serves as the operations center for the Bank’s residential mortgage division and offers limited branch services.

HNB has earned the distinction as a leading community bank by offering customers security, experience and unparalleled service. A reflection on our banking tradition, in 2018, HNB was named one of the “100 Highest Performing Community Banks with assets of $500M to $1B in the 21st Century” by Alex Sheshunoff and The Partnership for Banking Excellence.

As a leading community bank, HNB is focused on reinvesting back into the communities in which we live, work, play and serve. Through our focus on growing opportunities for residents, local businesses and community organizations, our corporate social responsibility efforts are rooted in activities that enable our local area to continue to grow and thrive.

Our local knowledge, know-how and personalized relationships with our customers are all part of how banking should be. Coupled with our investments in technology and services that enable customer accessibility and capability we look forward to continuing to make every day and every experience more manageable for our customers for years to come.

Our Mission

The mission of The Honesdale National Bank is to achieve unparalleled levels of financial performance, through superior service in meeting our customers’ needs and acting in the best interest of our employees, our communities and our shareholders.

Our Values

The Honesdale National Bank, established in 1836, is proud of its rich history and we take great strides to ensure we remain focused on best supporting our customers, employees, shareholders and communities. To do so, each and every day our collective actions are based in the following core values:

• Care
• Compassion
• Competitiveness
• Competency
• Consistency

Our Culture

At HNB, we believe we are only as good as our people. We are proud of our knowledgeable workforce that is dedicated to serving others. Our trusted and respected staff offers assistance to fulfill the financial needs of whomever they encounter. Our compassionate and caring staff is committed to giving back to the communities where we live and work by performing countless hours of volunteer service in the communities we serve. We take our role as a corporate citizen seriously and take actions to protect our planet and support the growth and development of our area. We aim to serve the best interests for our customers, employees and shareholders at all times. Collaboration is a large part of who we are. Our employees affectionately refer to us as their “HNB Family” and we take that to heart. By working together and supporting one another we continue to build a stronger company and resource for those we serve.

Diversity and InclusionThe Honesdale National Bank welcomes diversity within our company and encourages women, marginalized communities, veterans, and individuals with disabilities to consider HNB as their employer. We recognize that a strong workforce consists of individuals from various ethnic, educational, and experiential backgrounds and encourage our employees to work collaboratively to achieve our goals. We believe it's important to foster this inclusive environment for our employees because including everyone allows us to perform better when serving our existing and prospective customers. We are proud to be an Equal Opportunity Employer.

About the Role:

The Customer Experience Associate plays a pivotal role in enhancing client satisfaction and loyalty within the finance and insurance sector by delivering exceptional service and support. This position focuses on understanding customer needs, resolving inquiries efficiently, and providing accurate information about financial products and services. The associate acts as a trusted point of contact, ensuring that each interaction contributes positively to the overall customer journey. By collaborating with internal teams, the associate helps identify opportunities for process improvements and service enhancements. Ultimately, this role drives customer retention and supports the company’s reputation for excellence in client care.

Minimum Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree in business, finance, or related field preferred.
• Minimum of 1-2 years experience in customer service, preferably within the finance or insurance industry.
• Strong communication skills, both verbal and written, with the ability to explain complex information clearly.
• Proficiency in using customer relationship management (CRM) software and standard office applications.
• Ability to handle sensitive customer information with confidentiality and professionalism.

Preferred Qualifications:

• Experience working with financial products such as loans, insurance policies, or investment accounts.
• Familiarity with regulatory requirements and compliance standards in the finance and insurance sectors.
• Additional certifications related to customer service or financial services (e.g., FINRA, CFP, or similar).
• Bilingual abilities, especially in Spanish or other widely spoken languages in the United States.
• Demonstrated problem-solving skills and experience in process improvement initiatives.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and chat, providing clear and accurate information about financial products and services.
• Assist customers with account management tasks, including updates, transactions, and troubleshooting issues related to their financial accounts.
• Document customer interactions thoroughly in the CRM system to ensure accurate records and facilitate seamless follow-up.
• Collaborate with internal departments such as underwriting, claims, and sales to resolve complex customer issues and improve service delivery.
• Identify patterns in customer feedback and escalate recurring issues to management to support continuous improvement initiatives.

Skills:

The required communication skills enable the associate to interact effectively with diverse customers, ensuring clarity and empathy in every exchange. Proficiency with CRM software and office tools supports efficient management of customer data and streamlines daily workflows. Knowledge of financial products and regulatory standards allows the associate to provide accurate guidance and maintain compliance. Preferred skills such as bilingualism and certifications enhance the ability to serve a broader client base and deepen industry expertise. Together, these skills empower the associate to deliver a seamless, positive customer experience that aligns with organizational goals.