Customer Engagement Specialist

Are you passionate about assisting others and resolving issues with assurance and empathy Become aCustomer Engagement Specialist at Merchants Bank!Merchants Bank Winona is seeking a Customer Engagement Specialist. Shifts will vary between 7:15am-6pm Monday through Friday and a Saturday morning rotation. This full-time position will be 40 hours/ 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. Pleaseclick on Apply Now or apply in personat Merchants Bank Winona (102 E 3rdStreet). Questions can be emailed to Bank is an Equal Opportunity Employer of women minorities protected veterans and individuals with Duties:Maintain knowledge of and adheres to all applicable laws and regulations and policies and procedures relevant to Merchants excellent fraud prevention and resolution procedures at all diagnose customer needs and proactively offer new opportunities to customers by cross-selling or referring to appropriate business line to deepen customer relationshipsDe-escalate situations involving dissatisfied customers offering patient assistance and promote and enroll customers in self-service products including Telephone Banking Debit Cards Online Banking Bill Payment and Mobile customers through troubleshooting navigating the company website/mobile app or using the products or services within digital tools - such as password and security question analyze and resolve customer issues; determine appropriate resolution; manage difficult customer situations and follow up on resolutions to ensure customer log and report any issues within our digital channels to management for and strive to meet or exceed Customer Engagement Center metrics while providing exceptional customer monitor customer feedback and make suggestions to management for assist in technology conversions and/or pull and prepare requested data/reports and make necessary entries as be responsible for completing workflow requests and internal and dependable attendance is an essential function of this will be expected to contribute to a positive working environment through words and will be expected to greet internal and external customers in a friendly and outgoing will be expected to take responsibility to ensure that internal and external customers receive exceptional may be asked to perform other duties as required by business will be expected to complete compliance and product knowledge assignments in a timely and Abilities Required:Proficient knowledge of personal computers mobile devices and of banking systems products and to learn multiple systems and be strong in all system areas applicable to customer telephone etiquette and interpersonal skills required including strong verbal and written analytical organizational problem solving and decision-making in customer relations such as the ability to respond with sensitivity and sense of urgency to customer needs or attention to detail and the ability to work in a self-directed to multi-task and work on various duties with frequent 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 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 :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.