Customer Engagement Center Specialist

Midwest BankCentre•St. Louis, MO

1d•Remote

About The Position

Midwest BankCentre is proud to be recognized as one of St. Louis’ Top Workplaces for the past 5 years! Are you ready to lead with purpose and make a real impact on our community? Join Our Team and Make a Difference at Midwest BankCentre! Why Midwest BankCentre? Our company culture is all about engagement and collaboration with our teams. We value diversity, inclusion, and innovation. When you join Midwest BankCentre, you're not just joining a company; you're joining a community of like-minded individuals who are dedicated to making a positive impact. We are committed to making meaningful, long-term investments in communities that lift everyone up so we can all RISE TOGETHER. Our commitment to shared prosperity, our investment in Community and Economic Development and our dedication to diversity and inclusion are reflected is the ways Midwest BankCentre lives its purpose. Customer Engagement Center Specialist Objectives of this Role 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. Essential Functions 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 Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities are as required and may change at any time with or without notice.

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; associate’s or bachelor’s degree preferred
Dedicated workspace within the home, with high-speed internet, is a requirement.

Nice To Haves

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