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Heritage Bank NA · 3 months ago

Banking Specialist, Customer Experience

Heritage Bank NA Willmar

Full-time

Hybrid

New Grad, Entry Level

Heritage Bank NA is a financial institution focused on providing exceptional customer service. The Banking Specialist role combines customer service and operational efficiency, requiring expertise in banking operations and the ability to handle customer inquiries and transactions effectively.

BankingFinancial Services

Responsibilities

Provide a world-class customer experience by handling inquiries, resolving issues, and addressing concerns promptly and professionally

Act as a trusted advisor for customers offering guidance on banking products, services and procedures

Be adaptable to helping customers regardless of the banking channel chosen; in-person, telephonic, chat, text, emails or whatever the next technology the customer demands we communicate with. This could require work being performed out of any MN branch locations

Execute a variety of banking transactions accurately and efficiently, including deposits, withdrawals, transfers and loan payments

Ensure compliance with regulatory requirements and internal policies while processing transactions

Assist customers with opening and closing accounts, updating account information, and managing account inquiries

Proactively identify opportunities to cross-sell banking products and services to help customers find a solution for their financial pains

Performing tasks for deposit products and services including but not limited to: Demand Deposit Accounts, Savings Products, Certificates of Deposit, Digital Banking, Treasury Management services and Quality Assurance tasks to ensure accuracy, quality and compliance of the Team’s work

Performing tasks for loan products and services including but not limited to; creating loan documents, filing proper collateralization instruments, ordering third-party reports, booking loans, addressing servicing concerns, updating workflow status pre- and post-closing in our systems and Quality Assurance tasks to ensure accuracy, quality and compliance of the Team’s work

Collaborate with other departments such as sales, marketing, and compliance to ensure seamless customer experiences and compliance with regulations

Liaise with back-office teams to address operational challenges and streamline processes for improved efficiency

Participate in training sessions and knowledge sharing activities to stay updated on product offerings, policies, and procedures

Utilize banking software and digital platforms effectively to process transactions, access customer information, and provide online support

Educate customers on digital banking tools and encourage adoption to enhance their banking experience

Participates in all required training

Responsible for security as it applies to this position

Responsible for compliance with banking regulations

Deals professionally with all internal and external customers

Qualification

Banking operations knowledgeCustomer service skillsBanking software proficiencyRegulationsOrganizational skillsDigital communication toolsEmpathyPassion for customer experienceInterpersonal skillsTime management

Required

Strong understanding of overall banking operations

Exceptional customer service skills

Ability to thrive in a fast-paced environment

Provide a world-class customer experience by handling inquiries, resolving issues, and addressing concerns promptly and professionally

Act as a trusted advisor for customers offering guidance on banking products, services and procedures

Be adaptable to helping customers regardless of the banking channel chosen; in-person, telephonic, chat, text, emails or whatever the next technology the customer demands we communicate with