Customer Engagement Specialist

Merchants Bank, Winona, is seeking a Customer Engagement Specialist.

Shifts will vary during department hours Monday through Friday and a Saturday morning rotation. This full-time position will be 40 hours/week.

Duties involve providing support to our external and internal customers when they use our digital channels of online banking, mobile banking, debit cards and bill payments.  This position will have telephone customer contact daily and will require tact, courtesy, and a genuine desire to serve others.  Must be capable of applying effective problem solving, resolution and call handling techniques in serving customers. Must have proficient knowledge of personal computers, mobile devices, and applications.

Merchants Bank offers competitive wages and benefits for our full-time employees including health, dental, life, disability and vision insurance; flexible spending accounts, 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options.

Please apply online at merchantsbank.com or apply in person at Merchants Bank, Winona (102 E 3^rd Street). Questions can be emailed to hr@merchantsbank.com. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Essential Duties:

• Maintain knowledge of and adheres to all applicable laws and regulations and policies and procedures relevant to Merchants Bank.

• Maintain excellent fraud prevention and resolution procedures at all levels.

• Properly diagnose customer needs and proactively offer new opportunities to customers by cross-selling or referring to appropriate business line to deepen customer relationships

• De-escalate situations involving dissatisfied customers, offering patient assistance and support.

• Explain, promote, and enroll customers in self-service products including Telephone Banking, Debit Cards, Online Banking, Bill Payment, and Mobile Banking.

• Guide customers through troubleshooting, navigating the company website/mobile app or using the products or services within digital tools - such as password and security question resets.

• Research, analyze and resolve customer issues; determine appropriate resolution; manage difficult customer situations and follow up on resolutions to ensure customer satisfaction.

• Will log and report any issues within our digital channels to management for resolution.

• Understand and strive to meet or exceed Customer Engagement Center metrics while providing exceptional customer service.

• Will monitor customer feedback and make suggestions to management for improvement.

• May assist in technology conversions and/or upgrades.

• Will pull and prepare requested data/reports and make necessary entries as needed.

• Will be responsible for completing workflow requests and internal processes.

• Regular and dependable attendance is an essential function of this job.

• Employee will be expected to contribute to a positive working environment through words and actions.

• Employee will be expected to greet internal and external customers in a friendly and outgoing manner.

• Employee will be expected to take responsibility to ensure that internal and external customers receive exceptional service.

• Employee may be asked to perform other duties as required by business needs.

• Employee will be expected to complete compliance and product knowledge assignments in a timely manner.

Skills and Abilities Required:

• Proficient knowledge of personal computers, mobile devices, and applications.

• Knowledge of banking systems, products, and services.

• Ability to learn multiple systems and be strong in all system areas applicable to customer accounts.

• Excellent telephone etiquette and interpersonal skills required, including strong verbal and written skills.

• Solid analytical, organizational, problem solving and decision-making skills.

• Skill in customer relations, such as the ability to respond with sensitivity and sense of urgency to customer needs or requests.

• Strong attention to detail and the ability to work in a self-directed manner.

• Ability to multi-task and work on various duties with frequent interruptions.

Working Conditions:

Inside working environment, moderate to high noise, will work jointly with employees with very minimal customer traffic in person; however, will have a high degree of telephone contact.  Very limited exposure to hazardous substances.

Physical/Mental Demands:

Work performed primarily sitting at a desk with an option to stand if desired, very limited degree of lifting required; will not exceed 15lbs.  Extensive terminal and PC work will require good finger/eye coordination and dexterity.  Requires individual with above-average aptitude in reasoning, intelligence, and clerical perception.  Requires individual with ability to interact with customers primarily on the telephone and through digital correspondence.

Relationships:

Responsible to the Customer Engagement Manager for fulfillment of functions, responsibilities, and authority for their proper interpretation.  Will have extensive contact with Merchants Bank employees and end-users.

Salary/Compensation: $22.88 - $27.45 per hour

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