Customer Experience Associate

About Company:

Founded in 1836, The Honesdale National Bank (HNB) stands as one of the area’s strongest, independent financial institutions serving Northeastern Pennsylvania and the Southern Tier counties of New York. HNB offers full-service community banking through our twelve offices in Wayne, Lackawanna, Luzerne, Pike and Susquehanna counties. The corporate headquarters of HNB’s parent company, HONAT Bancorp, Inc. (HONT: US OTC) and HNB Financial Group, our full-service investment division, are located in the HNB Corporate Center in Honesdale. The HNB Mortgage Center, located in Wilkes-Barre, serves as the operations center for the Bank’s residential mortgage division and offers limited branch services.

HNB has earned the distinction as a leading community bank by offering customers security, experience and unparalleled service. A reflection on our banking tradition, in 2018, HNB was named one of the “100 Highest Performing Community Banks with assets of $500M to $1B in the 21st Century” by Alex Sheshunoff and The Partnership for Banking Excellence.

As a leading community bank, HNB is focused on reinvesting back into the communities in which we live, work, play and serve. Through our focus on growing opportunities for residents, local businesses and community organizations, our corporate social responsibility efforts are rooted in activities that enable our local area to continue to grow and thrive.

Our local knowledge, know-how and personalized relationships with our customers are all part of how banking should be. Coupled with our investments in technology and services that enable customer accessibility and capability we look forward to continuing to make every day and every experience more manageable for our customers for years to come.

• Care
• Compassion
• Competitiveness
• Competency
• Consistency

About the Role:

The Customer Experience Associate plays a pivotal role in enhancing client satisfaction and loyalty within the finance and insurance sector by delivering exceptional service and support. This position focuses on understanding customer needs, resolving inquiries efficiently, and providing accurate information about financial products and services. The associate acts as a trusted point of contact, ensuring that each interaction contributes positively to the overall customer journey. By collaborating with internal teams, the associate helps identify opportunities for process improvements and service enhancements. Ultimately, this role drives customer retention and supports the company’s reputation for excellence in client care.

Minimum Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree in business, finance, or related field preferred.
• Minimum of 1-2 years experience in customer service, preferably within the finance or insurance industry.
• Strong communication skills, both verbal and written, with the ability to explain complex information clearly.
• Proficiency in using customer relationship management (CRM) software and standard office applications.
• Ability to handle sensitive customer information with confidentiality and professionalism.

Preferred Qualifications:

• Experience working with financial products such as loans, insurance policies, or investment accounts.
• Familiarity with regulatory requirements and compliance standards in the finance and insurance sectors.
• Additional certifications related to customer service or financial services (e.g., FINRA, CFP, or similar).
• Bilingual abilities, especially in Spanish or other widely spoken languages in the United States.
• Demonstrated problem-solving skills and experience in process improvement initiatives.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and chat, providing clear and accurate information about financial products and services.
• Assist customers with account management tasks, including updates, transactions, and troubleshooting issues related to their financial accounts.
• Document customer interactions thoroughly in the CRM system to ensure accurate records and facilitate seamless follow-up.
• Collaborate with internal departments such as underwriting, claims, and sales to resolve complex customer issues and improve service delivery.
• Identify patterns in customer feedback and escalate recurring issues to management to support continuous improvement initiatives.

Skills:

The required communication skills enable the associate to interact effectively with diverse customers, ensuring clarity and empathy in every exchange. Proficiency with CRM software and office tools supports efficient management of customer data and streamlines daily workflows. Knowledge of financial products and regulatory standards allows the associate to provide accurate guidance and maintain compliance. Preferred skills such as bilingualism and certifications enhance the ability to serve a broader client base and deepen industry expertise. Together, these skills empower the associate to deliver a seamless, positive customer experience that aligns with organizational goals.