Job Description
Title: Retail Experience Associate
Location: Austin, Texas, United States
Classifications: Remote Part-Time
SUMMARY OF PURPOSE:
This is a remote and part-time position of 20 hours per week.
Kasasa’s Retail Experience Associate specializes in evaluating our community bank and credit union clients on the retail experience they provide by phone. You will contact branches quarterly by phone and engage in account opening conversations while evaluating the service representative’s performance by assessing their brand knowledge, product knowledge, and account opening skills. You will also evaluate and provide feedback on client websites in comparison to industry best practices.
ESSENTIAL FUNCTIONS:
- Infuse the Patch Values into your work ethic, every day and in every interaction
- Conduct a high volume of calls to representatives at financial institutions while analyzing the account opening conversation with a focus on knowledge and skill
- Review the user experience for our clients’ website compared to industry best practices
- Work cross-functionally with internal teams to support client FIs
- Track, measure, and analyze client performance data
- Update client data when needed to ensure team efficiency
- Other duties as assigned
POSITION REQUIREMENTS:
- 1 year of inbound/outbound call experience or equivalent experience
- Proficiency with Microsoft Office suite
- Proficiency with CRM tools or data entry
- Strong oral and written communications skills with diverse audiences
- High volume phone or front-line banking experience
- Customer service and/or support experience
- An exemplary work ethic, a get it done attitude and high personal accountability
- Excellent organizational skills, attention to detail, and ability to prioritize effectively
- Ability to learn and adapt to new technologies and changing processes
- Good problem solving and decision-making skills
- A team player with a desire to be a part of something bigger than yourself
PHYSICAL REQUIREMENTS:
- Sitting for extended periods of time; approximately 5-6 hours per day
- Simultaneous use of hand, wrist, and fingers
- Daily operation of standard office equipment
- Frequent use of oral and written communication to perform work
- Lifts and moves up to 20 pounds occasionally
The purpose of this position description is to serve as a general summary and overview of the major duties and responsibilities of the job. It is not intended to represent the entirety of the job nor is it intended to be all-inclusive. Therefore, the position may be required or requested to perform for Kasasa’s other work duties not specifically listed herein. Management reserves the right to modify, defer or rescind this position description at any time, with or without prior notice.