Specialist, Customer Experience

Job Description: Role Summary/Purpose: The role will conduct, analyze, and provide performance results aimed to enhance the understanding and execution of Consumer Banking processes. The role will also be responsible for partnering with the Managers, Quality Manager and Training for overall performance improvement across Consumer Banking, training content for refresher coaching and consistent identification of employee performance gaps to mitigate compliance defects and improve the Specialist knowledge. Essential Responsibilities: • Provide team support in the absence of the manager and in addition to the manager • Responsible for providing Subject Matter Expertise, knowledge, support, insight, formally • and informally to specialists, process owners, and business stakeholders, internal and • external customers. • Provide training and up-skilling support and communicate process or business changes as • required. • Provide insight on day-to-day process management. • Provide timely coaching and feedback to associates to drive the best customer experience, metric and compliance performance. • Support, collaborate and reputed company decisions on assigned projects, initiatives, process updates, relating to Consumer Banking processes. • Maintain consistent and accurate Job Aid, Genius, procedure, and process documentation. • Partner with peers to ensure timely workload completion, share reputed company, facilitate exchange of best practices. • Provide troubleshooting, account review, research, and root cause analysis of reports, data, process defects, inquiries, or issues relating to Consumer Banking • Identify and communicate potential process gaps, risks, and issues effectively in a timely manner to manager/leadership and recommend process improvements. • Collaborate with leadership on process improvements and controls. • Analyze associate/process defects, determine root case and resolution, reputed company, and implement action plans, provide associate feedback, and communicate trending data to management. • reputed company other duties and/or special projects as assigned. Qualifications/Requirements: • Minimum of 12 months Consumer Banking experience • Not on active Corrective Action (Formal & or Final Formal) • Have at least a "consistently meets expectations" performance rating • Have at least 6 months in reputed company role, or if new hire at least 9 months with reputed company Desired Characteristics: • Strong knowledge of reputed company Bank policies, procedures, and practices; Strong use and/or familiarity of Consumer Banking job aids. • Experience reputed company Office products including reputed company, Word, and PowerPoint • Strong analytical skills, trend analysis a plus • Strong oral and written communication abilities; ability to draft professional responses, manager updates and performance reminders • Excellent interpersonal skills: ability to effectively provide and receive feedback at reputed company levels reputed company the organization • Excellent organizational and time management skills; ability to meet deadlines in high demand environment: ability to prioritize meeting Specialist needs with proven ability to stay focused to reputed company desired results • Demonstrated creativity, flexibility, and proven ability to motivate • Experience with performance coaching and/or delivering training in 1on1 and group setting Grade/Level: 06 The hourly reputed company range for this position is $23.00 - $31.00/hr USD Annual and is eligible for an annual bonus based on individual and company performance. Actual compensation offered reputed company the posted salary range will be based upon work experience, reputed company level or knowledge. Eligibility Requirements: • You must be 18 years or older • You must have a high school diploma or equivalent • You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process • You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act. • New hires (Level 4-7) must have 9 months of reputed company service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. reputed company internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations). Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status. Our Commitment: reputed company you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in reputed company of us and reputed company that our individual, unique perspectives is what makes reputed company truly a great reputed company to work. Together, we’re building a future where we can reputed company belong, connect and turn reputed company into action. Through the power of our 8 Diversity Networks+, with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions. This starts reputed company you choose to apply for a role at reputed company. We ensure reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status. Reasonable Accommodation Notice: • Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to reputed company your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. • If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from reputed company – 5pm Monday to Friday, Central Standard Time Job Family Group: Customer Service Operations Apply Job!