Customer Engagement Specialist

Merchants Bank • Winona, MN • 7h ago

Merchants Bank, Winona, is seeking a Customer Engagement Specialist.

Shifts will vary during department hours Monday through Friday and a Saturday morning rotation. This full-time position will be 40 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.

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.

Please click on Apply Now or apply in person at Merchants Bank, Winona (102 E 3rd Street). Questions can be emailed to hr@merchantsbank.com. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Essential Duties:

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.

Will 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.

Will monitor customer feedback and make suggestions to management for improvement.

May assist in technology conversions and/or upgrades.

Will pull and prepare requested data/reports and make necessary entries as needed.

Will be responsible for completing workflow requests and internal processes.

Regular and dependable attendance is an essential function of this job.

Employee will be expected to contribute to a positive working environment through words and actions.

Employee will be expected to greet internal and external customers in a friendly and outgoing manner.

Employee will be expected to take responsibility to ensure that internal and external customers receive exceptional service.

Employee may be asked to perform other duties as required by business needs.

Employee will be expected to complete compliance and product knowledge assignments in a timely manner.

Skills and Abilities Required:

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.

Working Conditions:

Inside working environment, moderate to high noise, will work jointly with employees with very minimal customer traffic in person; however, will have a high degree of telephone contact. Very limited exposure to hazardous substances.

Physical/Mental Demands:

Work performed primarily sitting at a desk with an option to stand if desired, very limited degree of lifting required; will not exceed 15lbs. Extensive terminal and PC work will require good finger/eye coordination and dexterity. Requires individual with above-average aptitude in reasoning, intelligence, and clerical perception. Requires individual with ability to interact with customers primarily on the telephone and through digital correspondence.

Relationships:

Responsible to the Customer Engagement Manager for fulfillment of functions, responsibilities, and authority for their proper interpretation. Will have extensive contact with Merchants Bank employees and end-users.

Similar Jobs

Administrative Assistant-Housing (Office & Administrative Special Senior)

Minnesota State • Winona, MN • 1d ago

Management & Administrative

Winona Full time JR0000006052 All Job Postings will close at 12:01 a.m. CT on the specified Closing Date (if designated). Working Title: Administrative Assistant-Housing (Office & Administrative Special Senior) Insti...

1d ago

Go to Apply

Customer Service Associate

Walgreens • Winona, MN • 1w ago

Management & Administrative

Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service. Customer Experience Enga...

1w ago

Go to Apply

Farm Equipment Mechanics and Service Technicians

B & B Agri Sales LLC • Fountain City, WI • 1w ago

Management & Administrative

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13834611 **DISCLAIMER: THIS JOB POSTING IS INTENDED ONLY FOR U.S. WORKERS LEGALLY...

1w ago

Go to Apply

Part Sales Manager - Part Time

AutoZone, Inc. • Onalaska, WI • 1w ago

Management & Administrative

Job Description AutoZone's Store Management team drives store performance, fosters a productive team, and ensures exceptional customer service. Managers and MITs play a key leadership role, expected to Live The Pledge an...

1w ago

Go to Apply

Customer Service Associate - Winona, MN - (Part-Time)

Goodwill-Easter Seals of Minnesota • Winona, MN • 2w ago

Management & Administrative

Job Duties Description Position Summary: This position is responsible for a fast, friendly, and accurate transactions at the point of sale. Responsible for providing a positive customer experience to Goodwill customers....

2w ago

Go to Apply

General Labor Pipe Yard

COUNTY MATERIALS CORPORATION • Holmen, WI • 1d ago

JOB REQUIREMENTS: The County Materials Family of Companies manufactures and delivers concrete construction products to meet the demand for growing communities. Since 1946,we\'verelied on our talented and dedicated team m...

1d ago

Go to Apply

Warehouse Associate - 2nd Shift

RTP Company • Winona, MN • 4d ago

Manufacturing & Warehouse

JOB REQUIREMENTS: This position is responsible for weighing and packaging materials in the production department as well as loading and unloading trucks, labeling stock and non-stock materials, processing inbound and out...

4d ago

Go to Apply

Licensed Electrician (Maintenance)

THE CROSBY GROUP • Winona, MN • 4d ago

Retail & Hospitality

Do you have the initiative to grow your career? Peerless Chain is looking for a Licensed Electrician to hop on board! Compensation Package Includes but not limited to: Medical, Dental & Vision Insurance, Company spon...

4d ago

Go to Apply

Sales Specialist

Home Depot • Onalaska, WI • 4d ago

Sales & Marketing

Job Description Sales Specialists help customers bring their project ideas to life by offering a range of product options, providing samples, and recommending solutions-including installation and related services. Sales...

4d ago

Go to Apply

Truck Driver - 2nd Shift (Local/CDL)

RTP Company • Winona, MN • 4d ago

Trucking & Construction

JOB REQUIREMENTS: 2nd Shift Local Shuttle Truck Driver-CDL Required This position is responsible for the safe transportation of RTP materials, products and other general commodities as directed by RTP Transportation Depa...

4d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)