Customer Experience Representative

JOB DESCRIPTION

JOB TITLE: CUSTOMER EXPERIENCE REPRESENTATIVE

DEPARTMENT: CUSTOMER EXPERIENCE

REPORTS TO: AVP / DIR OF MARKETING AND BUSINESS DEVELOPMENT

FLSA STATUS: NON-EXEMPT

TYPE OF POSITION: FULL-TIME

JOB SUMMARY

At TrustBank, every customer interaction matters. As our Phone Reception Specialist, you will serve as the welcoming voice of the bank, helping customers, businesses, and community members connect with the people and resources they need. This highly visible role is perfect for someone who enjoys helping others, solving problems, building relationships, and creating exceptional customer experiences. As TrustBank continues to grow, you'll play an important role in supporting customers across our markets while contributing to a culture built on service, teamwork, and community commitment.

This position professionally answers and routes incoming calls, assists with basic customer service requests, provides information about bank products and services, and supports a variety of administrative and customer experience functions. The role requires strong communication skills, attention to detail, professionalism, and the ability to efficiently manage multiple priorities while delivering exceptional service.

DUTIES AND RESPONSIBILITIES

1. Answer and route incoming telephone calls promptly, professionally, and accurately.

2. Serve as the first point of contact for customers calling bank locations.

3. Identify caller needs and direct calls to the appropriate department or employee.

4. Provide general information regarding branch locations, hours, products, services, and bank procedures.

5. Assist customers with routine service requests including address changes, debit card questions, online and mobile banking support, and account-related inquiries as permitted.

6. Perform first-level troubleshooting for digital banking and customer access issues.

7. Document customer inquiries and follow established procedures for issue resolution and escalation.

8. Maintain and update employee directories, call routing information, and related records.

9. Support customer experience initiatives including mailings, customer communications, birthday cards, surveys, and outreach activities.

10. Perform clerical and administrative duties including scanning, filing, data entry, and document preparation.

11. Partner with branch, operations, and lending teams to ensure customer inquiries are handled effectively.

12. Identify opportunities to introduce customers to additional bank products and services.

13. Maintain confidentiality and comply with all bank policies, procedures, and regulations.

14. Participate in training, meetings, and professional development opportunities.

15. Promote TrustBank Values and Service Standards in every interaction.

16. Perform other duties as assigned.

WORKING CONDITIONS

The position is a full-time position working 40 hours per week. Hours may vary based on business needs. Availability to work a couple of Saturdays each month is required. Work is primarily performed in an office environment and focused on customer interactions conducted through telephone, video, digital, and electronic communication channels. The noise level is generally moderate. The position requires prolonged computer use, sitting, speaking, listening, and occasional standing, walking, and lifting up to 25 pounds.

TRUSTBANK CORE VALUES

Embrace and promote the TrustBank Culture and Core Values in all aspects of your duties.

COMPENSATION AND BENEFITS

The estimated annual salary for this position is $18 - $21/hour. The position is also eligible for an annual discretionary bonus. Pay rate may vary based on the candidate's qualifications, skills, and experience. We offer a 401(k) plan featuring a discretionary employer match in bank stock. See more about our generous employee benefits details that may be found on our bank's career page.

DISCLOSURES

TrustBank recognizes that people are our bank's strength, and we place a high value on diversity and inclusion. We do not discriminate on the basis of any protected attribute. This job description may be subject to change and is not intended to be all-inclusive. The employee may perform other related duties to meet the ongoing needs of the organization.

Updated August 13, 2026

EDUCATION AND/OR EXPERIENCE
High school diploma or equivalent required. Prior customer service, receptionist, call center, banking, or administrative experience preferred.

REQUIRED SKILLS AND ABILITIES

Excellent verbal communication, customer service, professionalism, problem-solving, organization, multitasking, attention to detail, and the ability to remain calm and effective in a fast-paced environment. Ability to work independently and collaboratively with employees across multiple locations.

TECHNICAL SKILLS

Proficiency in Microsoft Office applications, Outlook, telephone systems, customer service software, core banking systems, and general office equipment. Demonstrates adaptability in using new technologies, including artificial intelligence tools, to improve service and efficiency.

Compensation details: 18-21 Hourly Wage

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