Part-Time Customer Engagement Specialist

Merchants Bank•Winona, MN

3d•Onsite

About The Position

Merchants Bank, Winona, is seeking a Part-Time Customer Engagement Specialist. This part-time position will be 20-25 hours/week. Duties involve providing support to our external and internal customers when they use our digital channels of online banking, mobile banking, debit cards and bill payments. This position will have telephone customer contact daily and will require tact, courtesy, and a genuine desire to serve others. Must be capable of applying effective problem solving, resolution and call handling techniques in serving customers. Must have proficient knowledge of personal computers, mobile devices, and applications.

Requirements

Proficient knowledge of personal computers, mobile devices, and applications.
Knowledge of banking systems, products, and services.
Ability to learn multiple systems and be strong in all system areas applicable to customer accounts.
Excellent telephone etiquette and interpersonal skills required, including strong verbal and written skills.
Solid analytical, organizational, problem solving and decision-making skills.
Skill in customer relations, such as the ability to respond with sensitivity and sense of urgency to customer needs or requests.
Strong attention to detail and the ability to work in a self-directed manner.
Ability to multi-task and work on various duties with frequent interruptions.
Above-average aptitude in reasoning, intelligence, and clerical perception.
Ability to interact with customers primarily on the telephone and through digital correspondence.

Responsibilities

Maintain knowledge of and adheres to all applicable laws and regulations and policies and procedures relevant to Merchants Bank.
Maintain excellent fraud prevention and resolution procedures at all levels.
Properly diagnose customer needs and proactively offer new opportunities to customers by cross-selling or referring to appropriate business line to deepen customer relationships.
De-escalate situations involving dissatisfied customers, offering patient assistance and support.
Explain, promote, and enroll customers in self-service products including Telephone Banking, Debit Cards, Online Banking, Bill Payment, and Mobile Banking.
Guide customers through troubleshooting, navigating the company website/mobile app or using the products or services within digital tools - such as password and security question resets.
Research, analyze and resolve customer issues; determine appropriate resolution; manage difficult customer situations and follow up on resolutions to ensure customer satisfaction.
Log and report any issues within our digital channels to management for resolution.
Understand and strive to meet or exceed Customer Engagement Center metrics while providing exceptional customer service.
Monitor customer feedback and make suggestions to management for improvement.
Assist in technology conversions and/or upgrades.
Pull and prepare requested data/reports and make necessary entries as needed.
Complete workflow requests and internal processes.
Regular and dependable attendance is an essential function of this job.
Contribute to a positive working environment through words and actions.
Greet internal and external customers in a friendly and outgoing manner.
Take responsibility to ensure that internal and external customers receive exceptional service.
Perform other duties as required by business needs.
Complete compliance and product knowledge assignments in a timely manner.