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Customer Experience Associate

Company Name:
Koch Davis
This position is primarily responsible for providing an overall excellent customer experience and lobby management. Receive, engage and refers walk-in customers to the appropriate channel or banker in a friendly and courteous manner. Support all customer segments. Listen, understand and interpret customer needs and provide options on how they bank with us. Handle less complex customer service requests and pro-actively manage the self-service strategy. Own the customer experience; serve as first point of contact for customers entering the branch; provide a positive first impression through courteous, friendly and efficient customer service and meet customer expectations. Fulfill quick customer service needs, resolve service-related issues and provide an excellent customer experience during these interactions. Identify sales referral opportunities to deepen customer relationships and complete initial evaluation of customer needs to direct them to the appropriate sales specialist, setting up appointments as required (as the position is not licensed, sales discussions and needs evaluations may not include wealth products. Proactively manage the lobby and champion the self-service strategy in the branch by helping educate customers on the alternate channels available and the ATM/Connect Station functionality. Promote and demonstrate alternative delivery channels to customers (ATMs, kiosks, online banking) in alignment with our self-service strategy. Work with sales and service personnel within the branch to meet customer needs. Execute operational duties within the branch in support of sales personnel, including processing applications, signature cards, check ordering, etc. to support all branch customer segments. Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues .
Requirements
Minimum of two years proven branch office and/or retail customer service and sales experience or equivalent. Proven interpersonal, analytical, organizational, customer service and communications skills. Proficiency with personal computers and office machines as well as pertinent mainframe systems and software packages. Demonstrated product and segment knowledge and referral abilities. Outgoing, self-motivated and ability to initiate conversations with customers and take pro-active approach to dealing with them; as well as communicate with tact and diplomacy and present a professional image for the branch. Sound knowledge of the customer service concept and its importance in developing and expanding customer relationships.
Education
High School diploma or equivalent experience.
Client
Provides a wide range of financial services to consumers and businesses.

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