Senior Customer Experience Specialist

nbkc isn’t your average bank. We take your traditional financial institution and make it better.

We know what we offer our customers is only as good as the people behind the scenes who keep it going. That’s why we make sure you’re supported and encouraged along the way. You’ll work with some awesome, intelligent and diverse people in a fun and forward-thinking environment and accomplish plenty of things you’ll wanna brag about.

nbkc is deeply committed to diversity, equality, and inclusion in all its practices, especially when it comes to growing our teams. We aim to build a company whose culture promotes inclusion and embraces how rewarding it is to work with employees from all walks of life.

We are currently looking for a Sr. Customer Experience Specialist to join our Customer Experience team. Check out the details below.

What you’ll do

• Answer and direct all incoming phone calls. Calls may consist of topics regarding basic balance inquiry questions, reordering checks for customers, CD rate inquiries, basic products and accounts offered, basic debit card questions, online application status, holds, and basic online banking questions.
• Assist customers with inquiries and/or problem resolution in a professional and composed manner utilizing the Bank’s customer service standards with both internal and external customers.
• Utilizes effective problem solving skills to resolve issues; effectively partners with Customer Experience Supervisor and Manager to handle more complex customer services requests while assessing risk, exercising discretion and handling sensitive and confidential issues.
• Process and assist customers via video chat for ITM transactions and inquiries.
• Assists CX Manager and Supervisor with investigations and finding resolutions to escalated customer questions/concerns. Directs customers to the appropriate department/individual when the request is beyond established levels of authority.
• Actively identify customer’s current and future financial needs. Recognize and refer cross sell opportunities that strengthen client / bank relationships and to ensure operational integrity when interacting with customers.
• Assists with CX Manager and Supervisor with onboarding and training new CX Bankers.
• Ensures all bank policies and procedures are followed for all duties of the position
• Verifies appropriate and required customer information prior to releasing bank account data
• Use computerized systems for customer authentication, information gathering/validation and processing business as usual, as well as exception transactions.
• Communicates potential issues and solutions related to payments risk in the digital banking environment.

• Follows all applicable laws and regulations.
• Performs other duties and projects as assigned.

What you’ll bring

• High School Degree or equivalent
• 3+ years of banking or customer relationship experience
• Excellent Customer Services skills and experience handling escalated customer concerns
• Must be a team player who can work with a team of individuals to perform a variety of tasks, working toward common branch and bank objectives.
• Knowledge of retail products/services and bank regulations/compliance, preferred
• Strong knowledge of Microsoft Office applications

Bonus Points

Our Hiring Process

After we review your application and feel you’re a potential fit we will reach out with next steps. Things move fast at nbkc bank, and we work hard to meet our candidates on their time- sometimes that’s a phone screen, video interview, or even a cup of coffee before meeting our team. We are committed to keeping you updated along the way.

Here’s what you can look forward to when you join our team:

Benefits:

Wellness:

Working here:

Awards + accolades

We’ve been named one of KC’s Best Places to Work by Glassdoor in 2019 and the Kansas City Business Journal in 2017, 2018, 2019 & 2020 (yes, that’s a four-peat)... won a Glassdoor Top-

Rated CEO Award, are Health KC Platinum certified, and were nominated as one of KCBJ’s coolest office spaces in town.

Our customers love us too. All our 5-star reviews? We know that’s a direct result of our employees feeling supported, valued, and invested in everything they do at nbkc.

Needless to say... people really like working here.

And we think you will too.

Join us to find out!

nbkc bank is an Equal Opportunity-Affirmative Action Employer – Minority/Female / Disability / Veteran / Gender Identity / Sexual Orientation