Corporate Customer Contact Center Specialist

Hometown Community Bank•Morton, IL

6d•$18 - $25

About The Position

Make the change and be the difference. Take ownership at MCB! Established in 1960 with just one location in Morton, IL, Morton Community Bank (MCB) has grown to over 550 employees, 53 branch locations and over $5 billion in assets! We pride ourselves on our dedicated service to our customers and our communities, while placing much value on our internal assets, our employees. Each MCB employee OWNS a portion of the bank with our ESOP (Employee Stock Ownership Plan). The ESOP has proven to be a substantial benefit to employees upon retirement. Job Summary Responds to and resolves incoming customer calls regarding Retail and Business Online Banking products, as well as Retail customer service, including balance and transaction inquiries, Online and bill payment enrollments, bill payment and account transfer assistance, bank-to-bank transfers, eStatement and document delivery assistance, alerts, mobile banking and general bank or account-related information.

Requirements

High school education and diploma
BSA and other Bank related training through BAI is required annually
Fluent in MCB deposit products, in use of MCBE, in use of Continuity Control, in MCB Overdraft Program
Fluent in all types of transaction channels: o ACH o Online Banking o Checks o Mobile o Wires o Person-to-Person Payments (P2P)
Adhere to MCB’s customer identification procedures when communicating with customers over phone or email
Knowledge of customer service principles & relevant computer skills
All regulatory as required
Becoming a Customer Service Expert
Becoming a Professional Banker
Communication is Everything
Engaging Our Customers
How to Make Yourself Indispensable
Legal Foundations in Banking
Principles of Banking

Nice To Haves

Experience

Responsibilities

Respond to customer telephone inquiries for information regarding online banking, including balance and transaction inquiries, online bill payment enrollments, bill payment and transfer assistance, bank-to-bank transfers, eStatement and document delivery assistance, alerts, mobile banking, and general account information.
Answer questions relating to deposit account products and related services.
Identify compatibility of customer operating systems and internet browsers with requirements adequate for online banking product to support customer usage.
Utilize various internal and external applications, including MCBE, Navigator, Director, and other systems to support inquiries related to accounts or online banking access.
Act as 1st level support for debit card disputes, inquiries regarding transactions, limit increases; stop payment requests and potential fraud activity, escalating when necessary.
Prepare debit card requests using BPM.
Log customer interactions using Continuity Control based on bank’s customer feedback program.
Maintain current knowledge of internal risk controls and loss prevention, including reporting suspicious activity per bank policy.
Assume administrative responsibility for complex and confidential projects