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Customer Service Representative
2 months ago
Midland States Bank is seeking a highly skilled Customer Care Specialist to provide exceptional customer service via the telephone. As a key member of our team, you will be responsible for ensuring customers receive excellent service by answering questions, resolving problems, and processing requests related to a wide variety of banking-related needs.
Key Responsibilities- Customer Service: Answer all inbound banking-related calls, resolve customer inquiries, and transfer calls to the appropriate representative as needed.
- Outbound Calls: Perform courtesy calls to inform customers about related products and services.
- Product Knowledge: Understand and explain features and benefits of Midland States Bank's products and services to customers.
- Cross-Selling: Identify cross-sale/sales opportunities and refer to sales staff.
- Account Management: Effectively use all systems to retrieve and maintain key account information, track and resolve problems relating to customer accounts.
- Quality Service: Provide high-level quality service by using excellent telephone etiquette.
- Research and Resolution: Take and process research requests, coordinate solutions with other departments, and deliver results to customers within established timeframes.
- Record Maintenance: Make adjustments, corrections, and changes to records within defined authority, and/or escalate to the appropriate level for resolution.
- Regulatory Compliance: Maintain a working understanding of, and comply with applicable banking regulations and policies.
- Service Standards: Meet service standard requirements provided by the Customer Care Manager.
- Education: Associates Degree in a business-related field, Bachelor's degree strongly preferred.
- Experience: Two or more years of customer service experience.
- Skills: Business insight, cultivates innovation, drives results, makes sound decisions, being a brand champion, collaborates, communicates effectively, customer focus, being authentic, emotional intelligence, self-development, being flexible and adaptable.
