Corporate Customer Contact Center Specialist

2 weeks ago

Morton, United States The General Full time
Make the change and be the difference. Take ownership at MCB

Established in 1960 with just one location in Morton, IL, Morton Community Bank (MCB) has grown to over 550 employees, 55 branch locations and over $5 billion in assets We pride ourselves on our dedicated service to our customers and our communities, while placing much value on our internal assets, our employees. Each MCB employee OWNS a portion of the bank with our ESOP (Employee Stock Ownership Plan). The ESOP has proven to be a substantial benefit to employees upon retirement.

Enjoy the Benefits of working at MCB

Employee Paid Voluntary Benefits:

Medical, Dental, Vision, Short-Term Disability, HSA, FSA, 401k.

MCB Paid:

Life and AD&D Insurances and Long-Term Disability, Vacation Days, Personal Days, and Paid Holidays.

Job Summary

Responds to and resolves incoming customer calls regarding Retail and Business Online Banking products, as well as Retail customer service, including balance and transaction inquiries, Online and bill payment enrollments, bill payment and account transfer assistance, bank-to-bank transfers, eStatement and document delivery assistance, alerts, mobile banking and general bank or account-related information.

Essential Duties & Responsibilities
• Respond to customer telephone inquiries for information regarding online banking, including balance and transaction inquiries, online bill payment enrollments, bill payment and transfer assistance, bank-to-bank transfers, eStatement and document delivery assistance, alerts, mobile banking, and general account information.
• Answer questions relating to deposit account products and related services.
• Identify compatibility of customer operating systems and internet browsers with requirements adequate for online banking product to support customer usage.
• Utilize various internal and external applications, including MCBE, Navigator, Director, and other systems to support inquiries related to accounts or online banking access.
• Act as 1st level support for debit card disputes, inquiries regarding transactions, limit increases; stop payment requests and potential fraud activity, escalating when necessary.
• Prepare debit card requests using BPM.
• Log customer interactions using Continuity Control based on bank's customer feedback program.
• Maintain current knowledge of internal risk controls and loss prevention, including reporting suspicious activity per bank policy. Assume administrative responsibility for complex and confidential projects

Supervisory Requirements
Personnel Management: This position has no supervisory responsibilities.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The physical activities of this position may include climbing, reaching, standing, lifting, talking, hearing and performing repetitive motions.
• Medium exertion; exerting up to 50 pounds of force occasionally, and or up to 20 pounds of force frequently, and or up to 10 pounds of force constantly to move objects.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal.
Work Environment
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.
• Employees, who work 7 ½ continuous hours or more, must take a 30 minute uninterrupted lunch break no later than 5 hours after beginning their work day

Education and Qualifications
Essential:
• High school education and diploma
• BSA and other Bank related training through BAI is required annually
Desirable:

Experience
Essential:
• Fluent in MCB deposit products, in use of MCBE, in use of Continuity Control, in MCB Overdraft Program
• Fluent in all types of transaction channels:
o ACH
o Online Banking
o Checks
o Mobile
o Wires
o Person-to-Person Payments (P2P)
• Adhere to MCB's customer identification procedures when communicating with customers over phone or email
• Knowledge of customer service principles & relevant computer skills
Desirable:
Licenses, Certifications, Training
Essential (Training):
• All regulatory as required
• Becoming a Customer Service Expert
• Becoming a Professional Banker
• Communication is Everything
• Engaging Our Customers
• How to Make Yourself Indispensable
• Legal Foundations in Banking
• Principles of Banking

This job description is not an employment contract, implied or otherwise; therefore, employment relationship remains "at-will."

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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