Banking Customer Experience Specialist

full-time

Posted on: 9/1/2025

Location: Tennessee • 🇺🇸 United States

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Junior

About the role

Find innovative ways to respond to varying customer questions, issues, and concerns
Provide customer support via telephone and/or Internet (instant message, email)
Handle inquiries such as address changes, processing orders, warranty or billing/payment
Escalate product or technical issues to appropriate Product Support department
Serve as primary contact for inbound customer issues and process high volume inquiries
Troubleshoot problems, identify root causes, and use tools/resources to resolve issues
Escalate when unable to resolve and follow up on escalated issues for learning
Track and document inbound support requests and ensure accurate customer information
Meet quality standards, adherence to schedule, and average handle time targets
May provide guidance and mentoring to less experienced associates
This position is on-site in Bristol, TN

High School Diploma or equivalent
IT/Network certifications/degrees preferred
Minimum of 6 months of customer service experience
Must be 18 years of age or older
Ability to type at least 25 words per minute
Proficient in PC operation and navigation
Entry-level network troubleshooting
Ability to set up home Wi-Fi network
Ability to set up and configure a router or switch
Core proficiency with a laptop or desktop computer
Comfortable with desktop computer systems and general knowledge of Windows-based systems
Customer service and/or sales experience preferred
College degree preferred but not required
Key competencies: Process Excellence; Collaboration; Communication; Organizational Skills; Emotional Intelligence; Open-Mindedness; Critical Thinking; Solution-Oriented