Guest Services Specialist

Why Work at Bank First

At Bank First, we're not just a bank-we're a community. Consistently ranked among the top-performing banks in the U.S. and Wisconsin, and recognized by American Banker as one of the "Best Banks to Work For". We combine professional excellence with a culture that truly values people. When you join Bank First, you're joining a team that invests in your growth, supports your well-being, and celebrates your contributions.

Why You'll Love Working Here

Imagine a workplace where:

• Your career growth is supported through training, mentoring, and advancement opportunities
• Flexibility allows you to balance work and life without compromise
• Your contributions directly impact guests and communities you care about
• You're part of a culture built on respect, collaboration, and empowerment

At Bank First, you don't just fill a role-you make a difference. Every interaction matters, and every team member helps shape the experience our guests love.

About the Role: Guest Services Specialist

This position is responsible for answering the main reception line and electronic banking phone lines to provide expert customer service and informational needs to customers, while focusing on the GUEST experience.

Key Responsibilities

• Answer the main reception line and direct calls according to the customer's request.
• Assist customers with online banking support, including initial set up, password resets, and troubleshooting.
• Monitor reports for potential online banking fraud attempts and send out emails to the frontline when further investigation is needed.
• Work closely with the frontline and fraud teams to shut down or restrict online banking accounts during fraud investigations.
• Process address change requests from customers within Partner Care to help maintain accurate customer contact information.
• Act as a customer service expert to assist customers with a wide variety of requests.
• Forward incoming emails sent to the Info Box to the appropriate departments within the bank for further review.
• During customer contact, review the customer's relationship to ensure they have the correct products and services to meet their needs. Identify any cross-sell opportunities that may be a benefit to the customer.
• Sort incoming mail. Add postage to outgoing. (If home office is 8th Street)
• Follow procedures and share knowledge with others.
• Look for efficiencies in all tasks completed.
• Accept and provide assistance for special projects as needed.
• Provide assistance to other Deposit Ops teams as needed.

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