Customer Experience and Analysis Specialist

If you love solving problems, improving digital experiences, and being the calm, capable expert customers rely on when things get complicated-this role was made for you.

As an entry-level Customer Experience & Analysis Specialist, you'll sit at the intersection of customer service, digital banking, product management, and process improvement. You'll help make opening accounts seamless, support online and mobile banking tools, improve internal systems, and partner across teams to make the customer experience smarter, smoother, and more intuitive.

We might be a great match if you...

• Thrive in collaborative, cross-functional environments
• Take initiative and look for ways to improve customer and employee experiences
• Enjoy troubleshooting, testing solutions, and improving how systems and processes work
• Can analyze details, prioritize tasks, and apply sound judgment to real-world problems
• Are quality-driven and take pride in getting things right

You will be responsible for duties that include:

• Serve as a primary support resource for online account opening and digital banking inquiries via email, chat, and phone.
• Provide beginner-to-advanced support for online banking, mobile banking, debit/ATM cards, and phone banking.
• Process online account applications and proactively resolve issues using the customer's preferred communication method.
• Prepare weekly, monthly, and quarterly reports.
• Own and continuously improve the online account opening experience, ensuring it's seamless and customer-friendly.
• Act as an escalated support expert, troubleshooting and resolving complex system and process issues.
• Maintain and update CRM and BPM workflows.
• Document, test, and communicate system updates and platform enhancements.
• Participate in cross-functional projects for new or updated products, services, and systems.
• Make solid recommendations for changes through analysis and research with consideration of the impact to all areas of the Bank.

Education & Experience

• Associate degree or equivalent work experience
• Minimum of two years of banking experience
• Working knowledge and understanding of deposit and online banking products
• Proficiency in Microsoft Word and Excel

Preferred Skills & Experience

• In-depth knowledge of the bank's products and services
• In-depth knowledge of bank regulations and policies
• Experience with Microsoft Dynamics CRM
• Two years of experience in a retail banking environment

We are an Equal Opportunity Employer. We are committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.