Customer Engagement Specialist

Merchants Bank•Winona, MN

About The Position

Merchants Bank in Winona is seeking a full-time Customer Engagement Specialist working 40 hours per week. Shifts vary during department hours Monday through Friday, with a Saturday morning rotation. The position supports external and internal customers using digital channels, including online and mobile banking, debit cards, and bill payment services. It involves daily telephone customer contact and requires tact, courtesy, problem-solving, and a genuine desire to serve others. The role is performed in an inside working environment with moderate to high noise, minimal in-person customer traffic, and a high degree of telephone contact. The employee reports to the Customer Engagement Manager and has extensive contact with Merchants Bank employees and end users. Work is primarily seated at a desk, with the option to stand.

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 all system areas applicable to customer accounts.
Excellent telephone etiquette and interpersonal skills, including strong verbal and written communication skills.
Solid analytical, organizational, problem-solving, and decision-making skills.
Customer-relations skills, including the ability to respond sensitively and urgently to customer needs or requests.
Strong attention to detail and ability to work in a self-directed manner.
Ability to multitask and work on various duties with frequent interruptions.
Ability to interact with customers primarily by telephone and digital correspondence.
Ability to perform extensive terminal and PC work requiring good finger-eye coordination and dexterity.
Ability to lift items weighing no more than 15 pounds.

Responsibilities

Maintain knowledge of and adhere to applicable laws, regulations, policies, and procedures relevant to Merchants Bank.
Maintain fraud prevention and resolution procedures.
Diagnose customer needs and proactively offer opportunities through cross-selling or referrals to appropriate business lines.
De-escalate situations involving dissatisfied customers and provide 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 and navigating the company website, mobile app, and digital products, including password and security-question resets.
Research, analyze, and resolve customer issues; determine appropriate resolutions; manage difficult situations; and follow up to ensure customer satisfaction.
Log and report digital-channel issues to management for resolution.
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.
Pull and prepare requested data and reports and make necessary entries.
Complete workflow requests and internal processes.
Maintain regular and dependable attendance and contribute to a positive working environment.
Greet internal and external customers in a friendly and outgoing manner and help ensure they receive exceptional service.
Perform other duties as required by business needs.
Complete compliance and product-knowledge assignments in a timely manner.