Customer Experience Specialist I

The Customer Service Experience Specialist I serves as the first point of contact for many visitors who are engaged with the organization. The position is required to convey an image of professionalism, efficiency, and competence as a highly visible member of the Celtic Bank team. The Customer Service Experience Specialist is at the center of the organization’s daily operating activities and requires prompt and punctual attendance during scheduled business office hours. The position is an integral member of the Administrative and Accounting teams and provides daily administrative and accounting support.

Summary of Essential Job Functions

• Front Office Administration
• Perform reception duties in a highly efficient and courteous manner.
• Greet all members and visitors and direct them to the appropriate members of the Celtic Bank staff.
• Answer the daily volume of calls to the general phone number in a timely, responsive and courteous manner.
• Direct calls to their destination and/or resolve callers’ questions in a manner that achieves a high level of caller satisfaction.
• Assist management in scheduling the logistics of on-site meetings.

• Teller Duties
• Handle cash and balance cash daily.
• Maintain his/her teller cash drawer limit according to his/her assigned cash limit for the working cash and overall cash limit.
• Report all large currency transactions to his/her supervisor, as appropriate.
• Complete Currency Transaction Reports (CTR), as appropriate.
• Maintain Large Currency Binder.
• Perform weekly cash count.
• Follow the bank’s security procedures to ensure that the drawer is properly locked and keys are retained safely.

• Accounting and Administrative Duties
• Receive and distribute incoming mail.
• Arrange for local and long-distance courier deliveries.
• Order and maintain inventory of general office supplies.
• Perform clerical accounting tasks including logging of incoming checks and preparing and making bank deposits.
• Work with various departments regarding day-to-day operations of the office.
• Complete Colson Confirmations and send to LoanDocs.
• Close Salesforce cases.
• Track credit partner calls.
• Maintain weekly catering list.

• Customer Experience Specialist Duties
• Help refine and improve the design of our existing customer service workflow.
• Reply to real-time customer inquiries by email and phone regarding general questions, account issues, etc.
• Create and monitor internal cases for tracking a wide range of issues that touch customer service flow, from process improvement, and customer-reported issues.
• Demonstrates professional etiquette and courtesy when interfacing with customers.
• Complies with and adheres to all regulatory compliance areas, policies and procedures and best practices.
• Ability to multi-task; speaking with customers while accurately logging and recording customer information accurately.
• Perform other duties as assigned.

Requirements

Qualifications

• Three+ years of experience in a customer facing field preferred.
• Must be a well-organized and disciplined individual that is highly professional and reliable.
• Must be attentive to the daily demands and activities of the office environment.
• Must possess the ability to prioritize and support various office activities simultaneously.
• Must be flexible and work well with others under time constraints and deadlines.
• Must be articulate, speak well and be comfortable communicating by phone and in person with business executives and the community at large.
• Must possess strong customer service orientation and skills.
• Must be accountable for actions and results.
• Must be conscientious, demonstrate attention to detail and consistently produce accurate work.
• Must be proficient in Microsoft Office applications (Outlook, Word, Excel).
• Must be able to work from the office 5 days a week.

Benefits

• Medical, dental, vision
• 401(k) with employer match
• Life and long-term disability coverage
• HSA and FSA plans
• Holidays and paid time off requests
• Employee Recognition Program
• Robust wellness program (we’re talking catered meals three times a weeks, lunch and learns, and onsite gym.)

PHYSICAL AND OTHER REQUIREMENTS

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Stationary Work: The employee is frequently required to stand; walk; use hands to type, handle documents, and perform other office related duties. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Mobility: The employee in this position needs to occasionally move between work sites and inside the office to access file cabinets, office machinery, etc.
• Communicate: The employee is regularly required to talk or hear and will frequently communicate with others. Must be able to read, write and understand fluent English.
• Work Model: The employee in this position will work either a fully Onsite, Hybrid or Remote work model. All employees, regardless of location, may be required to travel to the Salt Lake City office for mandatory company meetings, events, or related occasions.
• Utah-based employees: Fully onsite.

Headquartered in the heart of downtown Salt Lake City, Utah, Celtic Bank was named a top SBA lender in the nation in 2022! Celtic Bank is a leading nationwide lender specializing in SBA 7(a), SBA 504, USDA B&I, express loans, asset-based loans, commercial real estate loans and commercial construction loans.

Celtic Bank is an equal opportunity employer and complies with all applicable federal, state and local fair employment practices laws.