Customer Experience Specialist - Full Time (40 Hrs/wk)

Customer Experience Specialist - Full Time (40 Hrs/Wk)

Location: 1140 West Washington Street, Marquette, MI, 49855, United States

Employee Type: FT Regular Non-Exempt

Name: Brittney Bierman

Email: bbierman@incrediblebank.com

We know what you're thinking. "What kind of name is IncredibleBank?" Well, we're glad you asked. With a name like IncredibleBank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible. At IncredibleBank, we're all about ICE. What's ICE? ICE stands for Incredible Customer ExperienceTM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking. Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.

About the Role:

We are eager to discuss the prospect of you joining our team as our next incredible team member! This role performs a range of technical and service-oriented functions, including processing customer transactions, opening new consumer accounts, identifying and reporting potential fraud, and ensuring compliance with regulatory requirements. Duties and responsibilities may include:

• Provide friendly, accurate service for everyday banking transactions and moderately complex requests such as foreign currency exchanges, wire transfers, and dispute resolution ensuring each customer feels valued and supported.
• Process deposits, withdrawals, loan payments, wires, and foreign currency transactions with precision to maintain trust and financial accuracy.
• Maintain and balance the cash drawer and manage branch cash ordering to support smooth daily operations and ensure cash availability.
• Support internal and external audits by adhering to regulatory standards including CIP, FinCEN, and the Bank Secrecy Act helping safeguard the bank and its customer from financial crime and risk.
• Issue debit cards and educate customers on mobile wallet, travel notices, and ATM locator tools to enhance convenience.
• Proactively onboard, educate, and follow up with customers to build lasting relationships, foster loyalty, and ensure satisfaction throughout their banking journey.
• Engage in consultative conversations to identify financial needs and refer customers to Relationship Bankers for tailored solutions helping customers achieve their financial goals.
• Open and close various types of consumer accounts, including ownership and beneficiary updates to ensure accurate records and support customers through life changes.
• Educate customers on digital banking tools such as mobile deposits, account alerts, and e-statements to promote self-service, convenience, and secure account management.
• Drive growth through referrals and cross-selling, actively supporting branch sales initiatives and helping customers discover products and services that meet their financial needs.
• Monitor for suspicious activity and apply compliance procedures, escalating complex issues when necessary to protect customers and uphold regulatory standards.
• Stay informed on emerging fraud trends and apply best practices in transaction monitoring to proactively safeguard the bank and its customers.
• Collaborate with internal teams to deliver holistic solutions and support branch initiatives, ensuring a