Guest Services Specialist

Job Description

Job Description

Why Work at Bank First

At Bank First, we’re not just a bank—we’re a community. Consistently ranked among the top-performing banks in the U.S. and Wisconsin, and recognized by American Banker as one of the “Best Banks to Work For”. We combine professional excellence with a culture that truly values people. When you join Bank First, you’re joining a team that invests in your growth, supports your well-being, and celebrates your contributions.

Why You’ll Love Working Here

Imagine a workplace where:

• Your career growth is supported through training, mentoring, and advancement opportunities
• Flexibility allows you to balance work and life without compromise
• Your contributions directly impact guests and communities you care about
• You’re part of a culture built on respect, collaboration, and empowerment

At Bank First, you don’t just fill a role—you make a difference. Every interaction matters, and every team member helps shape the experience our guests love.

About the Role: Guest Services Specialist

This position is responsible for answering the main reception line and electronic banking phone lines to provide expert customer service and informational needs to customers, while focusing on the GUEST experience.

Key Responsibilities

• Answer the main reception line and direct calls according to the customer’s request.
• Assist customers with online banking support, including initial set up, password resets, and troubleshooting.
• Monitor reports for potential online banking fraud attempts and send out emails to the frontline when further investigation is needed.
• Work closely with the frontline and fraud teams to shut down or restrict online banking accounts during fraud investigations.
• Process address change requests from customers within Partner Care to help maintain accurate customer contact information.
• Act as a customer service expert to assist customers with a wide variety of requests.
• Forward incoming emails sent to the Info Box to the appropriate departments within the bank for further review.
• During customer contact, review the customer’s relationship to ensure they have the correct products and services to meet their needs. Identify any cross-sell opportunities that may be a benefit to the customer.
• Sort incoming mail. Add postage to outgoing. (If home office is 8th Street)
• Follow procedures and share knowledge with others.
• Look for efficiencies in all tasks completed.
• Accept and provide assistance for special projects as needed.
• Provide assistance to other Deposit Ops teams as needed.

What We’re Looking For

• Associates degree in business or accounting and banking experience preferred.
• A thorough knowledge of bank products and services
• Proficient use of computers, spreadsheets and various database systems. Strong Word and Excel knowledge
• Knowledge or ability to learn applicable banking and/or regulatory policies and procedures
• Effective verbal and written communication skills
• Strong interpersonal skills
• Excellent organizational skills
• Proven analytical and customer service skills
• Effective problem solving and decision making skills
• Ability to handle self professionally
• Strong ethical focus

About Bank First

Headquartered in Manitowoc, Wisconsin, Bank First serves communities across Wisconsin and the Illinois Stateline region. Our growth is built on relationship-based banking—getting to know our guests personally and helping them create lasting value.

Our Culture & Vision

We foster curiosity, creativity, and responsiveness while embracing individual differences. Employees are empowered with tools to succeed and supported in their careers. Our vision is to remain the top-performing, independent provider of financial services, delivering personalized solutions and value to guests and communities alike.

Our Values

Relationship Based | Community Focused | Innovative Solutions | Value Driven

Join Bank First and build a career where your contributions matter, your growth is supported, and your work makes a difference every single day.