Customer Engagement Specialist - Technology & Digital Support

Merchants Bank•Winona, MN

About The Position

Are you a tech‑savvy problem solver who loves helping others succeed? Merchants Bank is seeking a Customer Engagement Specialist – Technology & Digital Support to join our Customer Engagement Center team. This role is perfect for someone who enjoys troubleshooting digital tools, supporting system enhancements, and helping both customers and colleagues navigate technology with confidence. If you’re energized by improving digital experiences and providing exceptional service, we’d love to have you on our team! Merchants Bank offers competitive wages and benefits for our full-time employees including health, dental, life, disability and vision insurance; flexible spending accounts, 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options.

Requirements

2+ years of banking experience and 2+ years of call center experience.
Strong technical aptitude with proficiency in PCs, mobile devices, and multi‑system navigation.
Knowledge of banking systems and digital products; ability to learn new platforms quickly.
Clear, user‑friendly communication skills—both verbal and written.
Excellent problem‑solving, organizational, and analytical abilities.
Ability to train, motivate, and support employees in adopting new technologies.
Strong customer service skills with professionalism, empathy, and urgency.
Willingness to explore and adopt new technology solutions.

Responsibilities

Serve as a primary resource for the operation, maintenance, and troubleshooting of Customer Engagement Center platforms and digital banking systems.
File, track, and manage vendor support tickets for system outages or performance issues.
Perform system testing—including scheduled overnight upgrade testing—to ensure functionality and readiness.
Assist with technology conversions, upgrades, pilot programs, and enhancements.
Oversee team testing assignments and ensure strong digital product knowledge across the department.
Ensure staff have the appropriate hardware, software, and tools for optimal productivity.
Provide ongoing training, coaching, and mentoring on new and existing systems.
Communicate clear instructions for system updates, workflow changes, and digital enhancements.
Support staff in developing the confidence and competence needed to assist internal and external users.
Guide customers through troubleshooting digital tools such as online banking, mobile apps, and device setup.
Research and resolve complex issues using multiple banking systems.
Promote and enroll customers in digital self‑service products.
Identify opportunities to cross‑sell or refer customers to deepen relationships.
Maintain strong knowledge of policies, procedures, and regulatory requirements.
Support fraud‑prevention efforts and assist with related requests and reports.
Prepare data extracts, system entries, and reports to support operations and Risk.
Complete workflow requests and communicate changes to digital processes.
Participate in meetings and represent the department on technology‑related projects.
Perform additional duties as needed.