Freedom Bank · 21 hours ago
Customer Experience Associate
Columbia Falls, MT
Full-time
Onsite
Entry Level
$20/hr - $20/hr
1+ years expFreedom Bank is a community-focused bank located in Columbia Falls, Montana. The Customer Experience Associate plays a pivotal role in ensuring customers have a positive experience with the bank’s products and services by addressing inquiries, resolving issues, and providing educational support on banking products.
BankingFinanceFinancial Services
Responsibilities
Exceptional Customer Service: Provide outstanding service to customers by addressing inquiries promptly and professionally. Field customer inquiries related to deposit accounts, electronic payments, debit card transactions, and bank products and services
Educational and Marketing Support: Educate customers on available banking products, assisting them in selecting solutions tailored to their financial needs. Maintain and improve marketing materials, including print and digital media
Issue Resolution and Collaboration: Escalate complex issues to the appropriate department, maintaining transparent communication with customers throughout the resolution process. Collaborate with internal teams to relay customer feedback, fostering continuous improvement in our services
Electronic Transfers: Intake and process incoming/outgoing wires to ensure accounts are properly credited or debited. Process and post ACH files and returns, ensuring ODFI and RDFI ACH transactions are maintained and processed within the guidelines set forth by NACHA and the Federal Reserve Bank
Debit Card Support: Perform tasks relating to the Bank’s debit card portfolio, including card ordering/printing, card limit increases, assisting with fraud cases, processing cardholder disputes, and resolving issues with transaction errors
Team Engagement: Participate actively in team meetings and training sessions to enhance product knowledge and service skills. Ensure thorough documentation of processes, adhering to bank policies, procedures, and regulatory requirements
Special Projects : Assist with special projects as needed
Qualification
Required
High school or equivalent (Required)
Banking: 1 year (Required)
Customer service: 1 year (Required)
Exceptional Customer Service: Provide outstanding service to customers by addressing inquiries promptly and professionally. Field customer inquiries related to deposit accounts, electronic payments, debit card transactions, and bank products and services
Educational and Marketing Support: Educate customers on available banking products, assisting them in selecting solutions tailored to their financial needs. Maintain and improve marketing materials, including print and digital media
Issue Resolution and Collaboration: Escalate complex issues to the appropriate department, maintaining transparent communication with customers throughout the resolution process. Collaborate with internal teams to relay customer feedback, fostering continuous improvement in our services
Electronic Transfers: Intake and process incoming/outgoing wires to ensure accounts are properly credited or debited. Process and post ACH files and returns, ensuring ODFI and RDFI ACH transactions are maintained and processed within the guidelines set forth by NACHA and the Federal Reserve Bank
Debit Card Support: Perform tasks relating to the Bank's debit card portfolio, including card ordering/printing, card limit increases, assisting with fraud cases, processing cardholder disputes, and resolving issues with transaction errors
Team Engagement: Participate actively in team meetings and training sessions to enhance product knowledge and service skills. Ensure thorough documentation of processes, adhering to bank policies, procedures, and regulatory requirements
Special Projects: Assist with special projects as needed
Dexterity: Frequent use of hands and wrists for typing and handling documents
Mobility: Ability to stand or sit for extended periods depending on customer needs
Lifting: Occasional lifting of up to 25 pounds may be required
Preferred
Confidentiality and Discretion: Maintain confidentiality at all times and exercise discretion when handling sensitive customer information
Accuracy: Ensure accurate and complete data entry
Operational Integrity: Adhere strictly to the bank's operational, security, and compliance procedures
Commitment to Development: Complete all required bank training programs within designated timeframes to stay updated on policies, procedures, and technology
Educational Background: Further education or certification in financial services is a plus
Technical Skills: Proficiency in basic computer operations and financial software. Familiarity with standard office equipment. Ability to learn and adapt to new technologies quickly
Communication: Excellent verbal and written communication skills. Ability to explain complex information clearly
Interpersonal Skills: High level of professionalism and personal integrity. Demonstrate empathy and respect in all customer interactions
Time Management: Effective at managing time to prioritize tasks and handle customer needs promptly
Critical Thinking: Leverage reason, deduction, and methods of identity verification to ensure validity of transaction requests
Benefits
401(k)
401(k) 4% Match
401(k) matching
Dental insurance
Health insurance
Life insurance
Opportunities for advancement
Paid sick time
Paid time off
Vision insurance
Company
Freedom Bank
Freedom Bank is a locally-owned and operated community bank that provides banking services.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase