Customer Experience Specialist I in Willards, Maryland at THE FARMERS BANK OF WILLARDS

Department: Deposit Operations

Reports to: AVP, Deposit Operations

In this role, you will serve as the first point of contact for customers, visitors, and incoming communications while providing Tier 1 support for deposit accounts, digital banking services, and general customer inquiries. You will assist customers with routine account servicing requests, account maintenance activities, and digital banking support while ensuring an exceptional customer experience. The ideal candidate is organized, professional, and committed to delivering accurate, timely, and caring service.

Responsibilities

• Serve as the primary receptionist for customers, visitors, and vendors.

• Answer and direct incoming telephone calls in a professional and courteous manner.
• Provide prompt, accurate, and friendly customer support through phone, email, and other communication channels.
• Address customer inquiries related to account balances, transaction history, account maintenance, and general banking services.
• Process account-to-account transfers in accordance with Bank policies and procedures.
• Process stop payment requests and related account servicing transactions.
• Assist customers with debit card inquiries, maintenance requests, and general support.
• Provide Tier 1 support for digital banking services, including online banking, mobile banking, bill pay, and voice banking.
• Assist customers with password resets, login assistance, and navigation of digital banking tools.
• Educate customers on available digital banking services and self-service resources.
• Route complex account, operational, or technical issues to the appropriate department for resolution.
• Maintain accurate records of customer interactions and follow-up actions.
• Support Deposit Operations with administrative and operational tasks as assigned.
• Maintain a high level of professionalism, confidentiality, and service excellence in all interactions.
• Work closely with other departments to ensure timely and effective resolution of customer needs.

Qualifications:

• High school diploma or equivalent; college degree preferred.

• Previous customer service, receptionist, administrative, or banking experience preferred.
• Excellent communication skills (written and verbal).
• Strong customer service and interpersonal skills.
• Strong organizational skills and attention to detail.
• Basic proficiency with Microsoft Office products and banking technology platforms.
• Ability to multitask and work efficiently in a fast-paced environment.
• Customer-focused with a passion for delivering excellent service.
• Self-motivated and adaptable to changing priorities and technology.
• Knowledge of and proven compliance with banking regulations and standards.

Benefits:

• Competitive salary and benefits package.

• Opportunities for professional development and training.
• Health, dental, and vision insurance.
• Paid time off and holiday pay.