General Position Scope:

The Customer Experience Specialist is responsible for being on-time, professional, knowledgeable, and courteous.  Additionally, the specialist is responsible for providing excellent customer service to internal and external customers on all BankPlus products and services.

Duties and Responsibilities:

• Protect customer and account information by following privacy policies and bank policies/procedures.


• Provide information and assistance on all BankPlus products and services, including fee schedule, CallPlus, e-BankPlus, CheckCards, branch information, i.e. location, hours.


• Sell and cross-sell BankPlus products and services to new and existing customers.


• Close lost or stolen CheckCards, request PIN mailers and handle telephone transfers, stop payments, check reorders, etc. for customers.


• Correspond with customers via CustomerService@BankPlus.nete-mails, web chats, and myTTY service for hearing impaired customers.


• Responsible for customer call backs and research.


• Provide information on advertised promotions and sponsorships bank wide.


• Attend and participate in team meetings.


• Perform other duties as assigned.


• Participate in the bank’s High-Performance Rewards Connections Program.


• Make referrals to Mortgage Center and Wealth Management.


• Maintain a thorough knowledge of Bank products, services, policies, procedures, and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Complete required compliance training and adhere to the Bank’s standard of conduct.

 Position Requirements:

• College education preferred.


• Banking experience preferred.


• 1 year of similar or related experience in Customer Service, Public Relations or Communications.


• General computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook.


• Excellent verbal and written communication skills.


• Extensive reading, comprehension, and problem-solving skills.


• Schedule flexibility to cover all shifts required.


• Shifts are determined based on business needs.


• Work outside of regular business hours, as deemed necessary.


• Ability to make difficult decisions and handle multiple tasks with daily deadlines.

Job #632313