Customer Care Specialist II
Company: Midland States Bank
Location: Effingham
Posted on: August 5, 2022
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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
PI187765701
Keywords: Midland States Bank, Decatur , Customer Care Specialist II, Other , Effingham, Illinois
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