Customer Engagement Specialist

Merchants Bank•Winona, MN

3d•$23 - $27•Onsite

About The Position

Merchants Bank in Winona is seeking a full-time Customer Engagement Specialist to support internal and external customers using digital banking channels, including online and mobile banking, debit cards, and bill payment. The position is 40 hours per week, with shifts varying during department hours Monday through Friday and a Saturday morning rotation. It involves daily telephone contact and requires tact, courtesy, effective problem-solving, and a genuine desire to serve customers. The specialist explains and supports digital products, troubleshoots customer issues, resolves complaints, helps prevent and address fraud, and identifies opportunities to deepen customer relationships. The role also includes documenting digital-channel issues, completing workflow and internal process requests, preparing requested data and reports, and assisting with technology conversions or upgrades as needed. The position works primarily at a desk in an indoor environment, with extensive computer use and telephone and digital customer contact.

Requirements

Proficient knowledge of personal computers, mobile devices, and applications.
Knowledge of banking systems, products, and services.
Ability to learn multiple systems and become proficient in systems applicable to customer accounts.
Excellent telephone etiquette and interpersonal skills, including strong verbal and written communication.
Solid analytical, organizational, problem-solving, and decision-making skills.
Customer-relations skills, including sensitivity and urgency in responding to customer needs and requests.
Strong attention to detail and ability to work in a self-directed manner.
Ability to multitask and handle varied duties with frequent interruptions.
Ability to interact with customers primarily by telephone and digital correspondence.
Good finger-eye coordination and dexterity for extensive terminal and computer work.
Above-average aptitude in reasoning, intelligence, and clerical perception.

Responsibilities

Maintain knowledge of and adhere to applicable laws, regulations, and Merchants Bank policies and procedures.
Maintain effective fraud prevention and resolution procedures.
Diagnose customer needs and proactively offer opportunities through cross-selling or referral to the appropriate business line.
De-escalate situations involving dissatisfied customers and provide patient assistance.
Explain, promote, and enroll customers in Telephone Banking, debit cards, online banking, bill payment, and mobile banking.
Guide customers through troubleshooting and use of the company website, mobile app, and digital tools, including password and security question resets.
Research, analyze, and resolve customer issues; determine appropriate resolutions and follow up to ensure customer satisfaction.
Log and report digital-channel issues to management.
Work toward meeting or exceeding Customer Engagement Center metrics while providing exceptional customer service.
Monitor customer feedback and suggest improvements to management.
Assist with technology conversions and upgrades as needed.
Prepare requested data and reports and make necessary entries.
Complete workflow requests and internal processes.
Maintain regular and dependable attendance.
Contribute to a positive working environment and greet internal and external customers in a friendly manner.
Take responsibility for ensuring internal and external customers receive exceptional service.
Complete compliance and product knowledge assignments in a timely manner.
Perform other duties as required by business needs.