Customer Experience Representative III

Mountain Valley Bank - Steamboat Springs, CO

Customer Experience Representative III

JOB SUMMARY:
Deliver personalized service for account transactions in a professional and welcoming manner and assist customers in navigating their financial journey with confidence. Provide a more comprehensive level of exceptional service that may include having lending authority to offer and approve consumer loans. Assist fellow Associates to research and resolve deposit account and internal operations issues.

RESPONSIBILITIES:
ESSENTIAL FUNCTIONS:
a. Responsible for performing daily personal and business account services (checking, savings, CDs, IRAs, HSAs) that include opening, servicing, transaction processing and account maintenance in a timely, accurate and efficient manner per banking policy and procedures.
b. Provide quality customer service to all customers and prospective customers. Greet clients and prospective clients extending courtesy, kindness, and genuine interest.
c. Maintain knowledge of company products, services and promotions in order to respond to customer inquiries and complete needs assessments to refer appropriate banking products and services.
d. Provide full-service banking to customers; educate on self-service, research and resolve problems and respond to customer inquiries on account status.
e. Maintain knowledge of company policies, practices and procedures.
f. Attend all scheduled meetings, training and activities related to money handling transactions, account management and other company initiatives.
g. Maintain proficiency of processing daily money handling transactions to respond to customer inquiries and balancing cash drawer to maintain branch coverage as needed.
h. Establish full proficiency in all customer banking tools to educate and troubleshoot digital, mobile banking, and bank card issues and inquiries.
i. Perform account research and resolve discrepancies.
j. May be granted consumer lending authority to advise on applicable loan products, evaluate loan applications, determine creditworthiness, advise applicants on loan options, and ensure compliance with regulations.
k. Additionally, administration of a consumer lender loan portfolio includes maintaining strong relationships with borrowers to ensure satisfaction and repeat business and tracking loan payments, identifying potential delinquencies, and taking appropriate action. Make referrals to other departments for more complex loan applications when necessary.
l. Demonstrate a high level of proficiency in banking functions by performing at or above established standards. Possess the knowledge and judgement to research and resolve deposit account and internal operations issues, while engaging appropriate operational teams when necessary to ensure effective resolution and support for fellow Associates and departments.
m. Relay customer comments, concerns, or suggestions — as well as your own insights — to your supervisor and internal departments in a timely manner.
n. Maintain minimum performance standards for internal controls and risk management protocols for fraud detection and prevention.
o. Other duties as assigned.

REQUIREMENTS:
Minimum Qualifications:
1. Post high school education and/or previous sales experience helpful.
2. 3-4 years of banking and account management experience preferred.
3. General areas of competency: decision making, dependability, development, environmental safety, evaluation skills, interpersonal skills, prioritizing, problem solving, selling skills, team skills and time management.
4. Effective oral and written communication skills (including telephone).
5. Ability to operate a computer and software skills required; adding machine preferred.
6. Fundamental mathematical ability.
7. Must be capable of working with and maintaining the confidentiality of sensitive information.
8. Ability to learn and adapt in a cross-functional environment.
9. Demonstrated record of achievement in social and/or extracurricular and leadership skills.

Physical Requirements:
Light Work - exerting up to 20 pounds of force occasionally, and/up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Reaching, fingering, grasping, repetitive motions, stooping, crouching, standing, walking, lifting, climbing, kneeling, talking, hearing, pulling, pushing, thinking, concentrating and interacting with others.
You should be capable of performing in a reasonable manner, with or without reasonable accommodation, the activities involved in this job. A description of the activities involved in this job is listed above.

Machines Used:
Computer, scanner, debit card encoder, debit card printer, teller machine, 10-key adding machine, check encoder, fax machine, copy machine, telephone.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Compensation & Benefits:

Colorado Pay Rate: $26-$28 per hour based upon experience, education, and/or skill level. We offer a competitive benefits package that includes optional medical, dental, vision, HSA and FSA, 401K, ESOP, Basic Life & AD&D insurance, employee assistance program, short- and long-term disability, and a wellness program . In addition, we also offer a generous Paid Time Off (PTO) plan and paid holidays.

To apply, click the “Apply Now” button below. Position anticipated to close August 4, 2025, or until filled.