nbkc bank is currently looking for a Customer Experience Specialist to join our Customer Experience team.
As a Customer Experience Specialist, you will manage incoming phone calls and chats, addressing a variety of banking inquiries. You’ll use your problem-solving skills to sort out any issues, spot opportunities to make our customers’ lives easier, and keep things running smoothly by following all the bank’s guidelines and regulations. You will handle customer authentication, resolve issues, and identify cross-sell opportunities to strengthen client relationships.
This position will work @Flex (a combination of both in the office and at home) based out of our Kansas City, MO office.
We are currently looking for a Senior Customer Experience Specialist to join our Customer Experience team. This position will work @Flex (a combination of both in the office and at home). Check out more details below.

• Handle and route all incoming phone calls. These calls may include, but are not limited to, topics regarding balance inquiry questions, ordering of checks, taking wire requests, interest rate questions, information about products and services offered, debit card questions, online application status updates, hold inquiries, and online banking and bill payment questions.
• Handle customer interactions through chat, providing timely and accurate responses. Utilize professional written communication to ensure customer experience.
• Provide professional and composed assistance to customers with inquiries or problem resolution, adhering to the bank’s customer service standards for both internal and external customers.
• Verify appropriate and required customer information prior to releasing any information or account data.
• Utilize computerized systems for customer authentication, information gathering and validation, and processing routine as well as exception transactions.
• Work independently and employ effective problem-solving skills to resolve issues, utilizing position authority and knowledge of operating and security procedures to make immediate decisions including exceptions, adjustments, and overrides.
• Communicate potential issues and solutions related to payment risk in the digital banking environment.
• Capable of performing effectively in a complex, multi-functional technical environment.
• Proactively identify customer’s current and future financial needs. Recognize and refer cross-sell opportunities that strengthen client-bank relationships and ensure operational integrity during customer interactions. Ensures all bank policies and procedures are followed for all duties of the position.
• Capable of assessing risk, exercising discretion, and handling sensitive and confidential information.
• Ensure all bank policies and procedures are followed in all duties of the position.
• Follows all applicable laws and regulations.
• Performs other duties and projects as assigned.