Description

Customer Experience Specialist - Full Time (40 Hrs/Wk)

Location: 327 North 17th Avenue, Wausau, WI, 54401, United States
Employee Type: FT Regular Non-Exempt

Contact Information

Name: brittney bierman
Email: bbierman@incrediblebank.com

Description We know what you're thinking. "What kind of name is IncredibleBank?"
Well, we're glad you asked.
With a name like IncredibleBank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.
At IncredibleBank, we're all about ICE. What's ICE? ICE stands for Incredible Customer ExperienceTM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking. Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.
So - how can you help us live up to our name?
About the Role:
We are eager to discuss the prospect of you joining our team as our next incredible team member!
This role performs a range of technical and service-oriented functions, including processing customer transactions, opening new consumer accounts, identifying and reporting potential fraud, and ensuring compliance with regulatory requirements. Duties and responsibilities may include:

Provide friendly, accurate service for everyday banking transactions and moderately complex requests such as foreign currency exchanges, wire transfers, and dispute resolution ensuring each customer feels valued and supported.

Process deposits, withdrawals, loan payments, wires, and foreign currency transactions with precision to maintain trust and financial accuracy.

Maintain and balance the cash drawer and manage branch cash ordering to support smooth daily operations and ensure cash availability.

Support internal and external audits by adhering to regulatory standards including CIP, FinCEN, and the Bank Secrecy Act helping safeguard the bank and its customer from financial crime and risk.

Issue debit cards and educate customers on mobile wallet, travel notices, and ATM locator tools to enhance convenience.

Proactively onboard, educate, and follow up with customers to build lasting relationships, foster loyalty, and ensure satisfaction throughout their banking journey.

Engage in consultative conversations to identify financial needs and refer customers to Relationship Bankers for tailored solutions helping customers achieve their financial goals.

Open and close various types of consumer accounts, including ownership and beneficiary updates to ensure accurate records and support customers through life changes.

Educate customers on digital banking tools such as mobile deposits, account alerts, and e-statements to promote self-service, convenience, and secure account management.

Drive growth through referrals and cross-selling, actively supporting branch sales initiatives and helping customers discover products and services that meet their financial needs.

Monitor for suspicious activity and apply compliance procedures, escalating complex issues when necessary to protect customers and uphold regulatory standards.

Stay informed on emerging fraud trends and apply best practices in transaction monitoring to proactively safeguard the bank and its customers.

Collaborate with internal teams to deliver holistic solutions and support branch initiatives, ensuring a seamless and unified customer experience.

Participate in branch projects and community events, representing IncredibleBank with professionalism and strengthening local relationships.

Maintain a high level of professionalism, ensuring every customer feels valued, respected, and confident in their banking experience.

Resolve customer complaints and service issues by working collaboratively with branch staff and other departments demonstrating accountability and commitment to customer satisfaction.

This is a regular full-time, hourly non-exempt position, averaging approximately 40 hours/week. Schedule may vary between the hours of 8:00 am to 5:30 pm CST Monday through Friday and 9 am to 12 pm CST on Saturdays.
This position will work on-site at our IncredibleBank branch location on 17th Avenue in Wausau, WI. Intermittent travel may be required to support other bank locations.


About You:
You do what is right over what is easy. You don't settle for good enough. You're driven to learn and grow. You recognize your impact on the customer experience, regardless of your role.
Those attributes are just a few things our incredible employees have in common.
And, we'd be so excited to learn a little more about you and discuss your interest in joining our team! Our recommended and preferred qualifications are:

Associate's degree in Finance, Accounting, Business Management, or a related field preferred, providing a strong foundation in financial principles and customer service.

13 years of experience as a bank teller or in a similar role demonstrating familiarity with banking operations and customer interaction.

Experience in a relationship-oriented, client-centric environment preferred, reflecting a commitment to personalized service and long-term customer engagement.

Advanced mathematical, analytical, and communication skills to ensure accuracy, insight, and clarity in every customer interaction.

Strong critical thinking and effective problem-solving abilities, enabling quick resolution of customer issues and operational challenges.

A collaborative mindset focused on building productive relationships, supporting teamwork, and unified customer experience.

Flexibility and responsiveness to evolving customer expectations and business needs, ensuring adaptability in a fast-paced environment.

About Our Benefits and Compensation:
Our promise of ICE extends to our employees as well. Our employees are our greatest asset, and we strive to show our appreciation by offering top-tier benefits and, dare we say, more than competitive compensation that we're willing to discuss up front.
And we are constantly evaluating and improving our benefits. In fact, eligible employees receive over 30 days off per calendar year! That includes 18 days of PTO to begin, PLUS an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 observed Bank Holidays.
Check out our total rewards package at: https://incrediblebank.mybenefitsapp.com/
About the Company:
IncredibleBank first started in 1967 as River Valley Bank with a single location in Rothschild, WI. And we may have strong roots in community banking, but IncredibleBank wasn't awarded as one of America's Most Innovative Banks by the Independent Community Bankers of America for our popcorn Fridays. Though we do love free popcorn...
We strive to stay on the leading edge of banking technology with the goal providing the best, simplest way for our customers across the country to do their banking. But if our customers need us, they can pick up the phone and talk to a real person. And that's what makes us America's first national online community bank. And who doesn't love the idea of a national community?
Today, IncredibleBank is a $2.0 billion-asset institution that has grown to 17 brick-and-mortar locations with customers in all 50 states. But we know that as an employer, it's less about size than it is about culture. That's why we're especially proud to have been certified as a Great Place to Work.
Learn more about our Great Place to Work engagement results here: https://www.greatplacetowork.com/certified-company/7022621

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