Client Experience Specialist

Recognizing and valuing diversity strengthens our ability to attract, retain and engage associates and reinforces our relationship within our communities. Our associates are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge and talent that our associates invest in their work represents a significant part of not only our culture, but our reputation and company's achievement as well.

A Centier Associate is someone who embodies a servant heart, is unaccepting of anything less than remarkable service, and is self-motivated and driven to deliver exceptional results.

What are our values? Our Corporate values are Caring, Loyalty, Integrity, Friendship, Fun....who wouldn't want to work for an AWARD-WINNING companythat's built on these pillars?

What about the perks? Access to our Marathon Health Clinics which provide FREE visits & prescriptions, Generous Paid Time Off benefit, Tuition Reimbursement, 401K match, Associate Stock Ownership Plan, Daycare Reimbursement, FREE Onsite Fitness Center/Fitness Reimbursements, Health and Wellness Programs, the ability to have a voice with our Diversity/Equity/Inclusion Council, Career Growth, Work/Life Balance, AND MORE.

This department typically works Monday-Friday between 8am-5pm.

Supervisory Responsibilities: No

Summary:

As a Client Experience Specialist, you'll champion Centier Bank's Be Our Guest promise, Purpose, and Essentials of Excellence across teams and with clients. You'll support collaborative initiatives and help implement a corporate CX strategy, with a focus on tracking and reporting feedback from Avannis and internal surveys. In this role, you'll create remarkable experiences, providing solutions for both associates and clients. Success will rely on close teamwork, strong interpersonal skills, and effective multitasking to achieve key objectives monthly. Responsibilities may adjust based on team needs.

Essential Duties and Responsibilities:

• Play a critical role in the daily functions of the CX team responsibilities including Avannis surveys, internal surveys, Coconut and CRM.
• Serve as a lead in CX initiatives such as the Be Our Guest promise, CX Collaborations and more.
• Assist in expanding the internal survey system to create more timely feedback for teams/departments.
• Drive the focus on purpose and how each team impacts the purpose from behind the scenes.
• Learn new programs and tasks necessary for advancing remarkable client experiences and creating purpose-focused associates.
• Ability to create reports and analyze data received to help drive strategy and growth.
• Serve as a change agent, encouraging teams to transform and improve based on feedback from others.

Additional Duties and Responsibilities:

• Assist with the Avannis survey program including reviewing surveys and confirming branch follow-up is taking place by connecting with internal associates to quickly resolve surveys.
• Ability to create fun, engaging materials for various departments and projects.
• Serve as a person of contact for CRM usage and company guidance.
• Troubleshoot problems by tracking and resolving concerns as they arise.
• Create clear, concise, and complete written procedures and reports.
• Serve on teams and committees as requested and necessary.
• As a Client Experience Specialist, you'll champion Centier Bank's Be Our Guest promise, Purpose, and Essentials of Excellence across teams and with clients. You'll support collaborative initiatives and help implement a corporate CX strategy, with a focus on tracking and reporting feedback from Avannis and internal surveys. In this role, you'll create remarkable experiences, providing solutions for both associates and clients. Success will rely on close teamwork, strong interpersonal skills, and effective multitasking to achieve key objectives monthly. Responsibilities may adjust based on team needs.

Knowledge/Skills/Abilities

• Remarkable client-facing and internal communication skills.
• Excellent written and verbal communication skills; the ability to maintain confidentiality and communicate in a professional, tactful manner when working with clients, vendors and Centier associates.
• Ability to comfortably navigate the core and CRM.
• Strong time management skills; the ability to anticipate upcoming needs to meet key deadlines.
• Experience working independently and in a team-oriented environment.
• Be an ambassador for the Bank.
• Attentive to detail and accuracy and strong follow-through to ensure tasks are completed as expected.
• Develop professional expertise through special courses, seminars and reading trade-related publication; Engage in personal development activities such as LinkedIn Learning courses and internal/external training to assist in career growth.
• Computer knowledge in a Windows environment and ability to operate a computer keyboard.
• Basic computer knowledge in Microsoft 365 including Word, Excel (reporting, creating pivot tables, using X Lookup), PowerPoint, Outlook and OneNote
• Ability to quickly grasp new computer programs such as Smartsheet, Power BI and Microsoft Sway.
• Ability to work through problems by listening, thinking through all issues, and responding appropriately.
• Read alpha and numeric information on a computer monitor screen.
• Must be flexible and able to handle change well in a fast-paced environment.

Minimum Qualifications:

• 3-5 years in banking preferred
• Demonstrated Client Service experience
• Bachelor's degree in a business-related field preferred

Internal Pay Level 6

What do I do now?

• Apply with us!
• Refer this opening to others!

Disability Accommodation Statement
Centier Bank is an Equal Employment Opportunity/Affirmative Action employer and is committed to providing reasonable accommodations to individuals with disabilities in the employment application process. If you need an accommodation due to a disability to use our online system to apply for a position at Centier Bank, please call us at 219-755-6160 or send us an email at hrcareers@centier.com.

Equal Opportunity Employer: Disability/Veteran
Centier Bankis proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.