Customer Care Specialist II

Company: Midland States Bank
Location: Effingham
Posted on: August 5, 2022

Job Description:

At Midland States Bank, we believe that when we can bring our whole selves to work each day, we become happier, more comfortable, more confident and more excited to do great things for our customers, each other and our company. We're proud to be an Equal Opportunity and Affirmative Action employer. At Midland, we recruit, employ, train, compensate and promote without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you are looking for a place to grow, we encourage you to apply at Midland States Bank, because you belong here.Position SummaryThis position provides quality customer service via the telephone. The Customer Care Specialist ensures customers receive excellent service by answering questions, resolving problems, and processing requests related to a wide variety of banking-related needs. Primary AccountabilitiesAnswers all inbound banking-related calls routed directly to Midland States Bank, by appropriately resolving/answering questions or transferring to the appropriate representative for resolutionPerforms outbound courtesy calls to inform customers about related products and servicesUnderstands and able to explain features and benefits of Midland States Bank's products and services in order to appropriately recommend to the customerAbility to identify cross sale/sales opportunities and refer to sales staffPossess solid understanding of fees and escalation proceduresEffectively uses all systems to retrieve and maintenance key account information, as well as to track and resolve problems relating to customer accountsProvides high level of quality service by using excellent telephone etiquetteResponsible for taking and processing research requests, coordinating an appropriate solution by working with other departments, and delivering results to the customer within established timeframesMakes adjustments, corrections, and changes to records within defined authority, and/or escalates to the appropriate level for resolution using the authority matrixMaintain a working understanding of, and comply with applicable banking regulations and policiesMeet service standard requirements provided by Customer Care ManagerHandles customer complaints and questions and determines whether additional manager input is neededProactively sells banking services and products to retail customers and prospects. Assist in the development and communication of procedures to promote understanding and consistencyAssist in the training of new membersTrack and report key metrics as identified by the ManagerAssist Manager in identifying training-related needs for the teamOperating knowledge and utilization of contact center software; working knowledge of how to access and index recorded calls for review as neededPrepare monthly schedule for review and approval by managerMaintain compliance with all applicable regulations including, but not limited to, the Bank Secrecy Act (BSA) Position QualificationsEducation/Experience:Associates Degree in a business related fieldTwo or more years of customer service experienceThe equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities Competencies/Other Skills:Business insightCultivates innovationDrives resultsMakes sound decisionsBeing a brand championCollaboratesCommunicates effectivelyCustomer focusBeing AuthenticEmotional IntelligenceSelf developmentBeing flexible and adaptable If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Midland States Bank Human Resources at HR@midlandsb.com. THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT
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Keywords: Midland States Bank, Decatur , Customer Care Specialist II, Other , Effingham, Illinois