Customer Engagement Center Specialist

Midwest BankCentre • St. Louis, MO

14h • Remote

About The Position

Midwest BankCentre is proud to be recognized as one of St. Louis’ Top Workplaces for the past 5 years. The company culture emphasizes engagement and collaboration, valuing diversity, inclusion, and innovation. Joining Midwest BankCentre means becoming part of a community dedicated to making a positive impact and committed to meaningful, long-term investments in communities for shared prosperity, community and economic development, and diversity and inclusion. The Customer Engagement Center Specialist role involves servicing customers via phone, virtually, and ITM(s) (Interactive Teller Machine) to provide accurate and satisfactory answers to their questions and concerns through active listening and problem-solving. This position is responsible for creating an exceptional customer experience, building customer awareness of bank products and services, identifying opportunities for additional solutions, processing customer requests and correspondence from various online channels, and de-escalating situations involving dissatisfied customers. The specialist will also contribute ideas to improve customer journeys and CEC operations.

Requirements

• 1+ years of experience in personal banking, financial services, and customer service
• Exceptional communication skills—verbal and written—with the ability to connect with diverse audiences
• Strong relationship-building mindset with a focus on customer trust and loyalty
• Goal-oriented and motivated by achieving measurable results
• Proficient with digital tools and comfortable guiding others through technology
• Ability to multitask in a fast-paced, customer-centric environment
• High school diploma or equivalent required

Nice To Haves

• Associate’s or bachelor’s degree preferred
• Experience supporting digital banking platforms or fintech products preferred
• Bilingual in English and Spanish preferred
• Familiarity with CRM, digital onboarding, or core banking systems preferred

Responsibilities

• Service customers via phone, virtually and ITM(s) (Interactive Teller Machine) to provide accurate/satisfactory answers to their questions and concerns by actively listening and problem solving
• Create an exceptional customer experience with every interaction
• Build customer awareness of bank products and services and identify opportunities to offer additional solutions
• Process and respond to customer requests and correspondence received via various online channels
• De-escalate situations involving dissatisfied customers
• Deliver exceptional customer experiences through prompt, empathetic, and knowledgeable service
• Build strong, trust-based relationships with customers across various service interactions
• Educate customers on digital tools such as mobile banking, online account opening, e-statements, and electronic payments
• Handle inbound inquiries related to accounts, transactions, fraud concerns, or general banking needs
• Initiate outbound calls for digital onboarding, service follow-ups, and customer relationship deepening
• Meet or exceed performance goals related to service quality, resolution time, and client satisfaction
• Collaborate with departments to ensure timely and accurate resolution of service requests
• Participate in ongoing training and development, including cross-training on ITMs (Interactive Teller Machines) and digital product support
• Maintain compliance with bank policies, procedures, and applicable regulations
• Contribute ideas to improve customer journeys and CEC operations
• Service Digital and Traditional branch customers via phone, Banno Conversation, email and ITM
• Demonstrate active listening, problem solving, empathy and sales skills while handling incoming phone calls from customers
• Assist Digital and Traditional branch customers with online account opening and maintenance
• Serve as Video Teller in support of our ITM fleet
• Support Digital Branch/Bank's day to day operations
• Handle/Conduct various fraud prevention activities
• Build awareness of products and services, and identify customer needs to capitalize on referral opportunities
• Think and act independently and demonstrate the ability to work individually as well as a member of a team
• Prioritize duties, work under time constraints, handle multiple tasks, and work independently while remaining flexible to changing priorities and assignments
• Meet and exceed bank service and telephone standards to provide excellent customer service
• Participate in various outbound calling activities
• Follow through on daily, weekly, and monthly tasks as part of a team
• Follow policies and procedures, maintain accuracy

Benefits

• Community Focus: Be part of a community bank that values and actively supports the St. Louis area
• Competitive Compensation: We offer a comprehensive salary and benefits package
• Professional Growth: Opportunities for continuous learning and development
• Impactful Work: Play a key role in shaping the credit strategy and success of our organization
• Collaborative Culture: Work in a supportive and dynamic environment that values teamwork and innovation

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees