Customer Engagement Specialist Technology & Digital Support

Are you a techsavvy problem solver who loves helping others succeed Merchants Bank is seeking aCustomer Engagement Specialist Technology & Digital Support to join our Customer Engagement Center team. This role is perfect for someone who enjoys troubleshooting digital tools supporting system enhancements and helping both customers and colleagues navigate technology with youre energized by improving digital experiences and providing exceptional service wed love to have you on our team!ScheduleMondayFriday schedule between 7:15am6:00pmSaturday morning rotationOccasional overnight meetings/testing for updates to online banking tools (advance notice provided)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 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 Youll DoTechnology Systems Support & AdministrationServe as a primary resource for the operation maintenance and troubleshooting of Customer Engagement Center technology platforms and digital banking track and manage support tickets with vendor partners to report system degradations outages or performance system testing including overnight upgrade testing ensuring full functionality accuracy and readiness for staff prior to Digital Solutions Officer with technology conversions upgrades pilot programs and system the teams completion of testing requirements and verify full digital product knowledge across the the department has the proper hardware software and equipment to maintain optimal & Staff DevelopmentProvide ongoing training coaching and mentoring to team members on new and existing technology systems workflows and digital and communicate clear instructions for system updates procedural changes and digital channel staff have the tools knowledge and confidence to deliver support to internal and external customers with accuracy security and & Internal SupportGuide customers through troubleshooting digital tools including online banking mobile applications password resets and device analyze and resolve customer issues using multiple systems; determine appropriate solutions; and escalate or deescalate situations as promote and enroll customers in selfservice digital diagnose needs and identify opportunities to deepen customer relationships through crossselling or Reporting & ComplianceMaintain thorough knowledge of applicable policies procedures and regulatory excellent fraud prevention knowledge and assist with fraudrelated requests reporting and mitigation reports extract data and make system entries as needed to support operations and Risk workflow requests and communicate internal digital process in meetings and serve as a departmental representative on technologyrelated additional duties as assigned to support departmental and organizational You Bring2 years of banking experience and 2 years of call center technical aptitude with proficiency in PCs mobile devices and multisystem of banking systems and digital products; ability to learn new platforms userfriendly communication skillsboth verbal and problemsolving organizational and analytical to train motivate and support employees in adopting new customer service skills with professionalism empathy and to explore and adopt new technology ConditionsIndoor office environment with moderate to high noise levels due to call center phonebased customer contact; minimal inperson overnight system testing (approx. two hours) with prior & Mental DemandsPrimarily seated work with the option to lifting (up to 15 lbs.).Extensive computer use requiring good handeye strong reasoning ability and the capacity to communicate professionally via phone and digital to the Customer Engagement Manager and collaborates closely with Retail Banking Loan Servicing Operations and Information Technology teams.